E-Commerce Customer Service Representative

RunRemote

Customer Service Representative for E-commerce business delivering exceptional experiences via email, phone, and live chat. Manage orders, queries, and customer loyalty in a fun, people-focused team.

Posted 6/22/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSenior💰 A$2,300 - A$2,500 per monthWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Deliver exceptional customer service via email, phone and live chat.
Manage orders, returns, refunds, shipping, and administrative updates with accuracy.
Respond to product enquiries, using fitment guides and brand resources to provide accurate recommendations.
Investigate “Where is my order?” (WISMO) queries, including follow-ups with shipping providers.
Apply goodwill gestures, such as credits, in line with customer satisfaction guidelines.
Maintain up-to-date records across systems and processes, using Salesforce Service Cloud.
Participate in daily check-ins with the second-in-command and team meetings via Slack/video call.
Collaborate with the onshore Customer Service team, escalating complex issues as needed.
Build strong customer loyalty and retention by delivering personalised, solution-focused service and ensuring customers feel valued throughout their journey.
Upsell and promote in-house brands by recommending suitable products and highlighting their value to drive repeat purchases.
Uphold the company’s casual, down-to-earth tone across all brands.
Continuously learn, adapt, and improve workflows to enhance efficiency and service quality.

Requirements

What you’ll need

At least 5 years of customer service experience in an online retail or e-commerce environment.
Excellent written English with the ability to adapt your communication style across different brands and customer types.
Strong experience handling customer enquiries through email and live chat.
Experience using Salesforce, Gorgias, and other CRM/ticketing platforms such as Zendesk or Intercom.
Excellent attention to detail with strong documentation and follow-up skills.
Ability to prioritize tasks, meet KPIs, and perform well under pressure.
A proactive, positive attitude with strong problem-solving skills.
A collaborative mindset and willingness to contribute to a supportive team environment.
Flexibility to work across Australian time zones, including holidays and weekends if required.

Benefits

Comp & perks

Great opportunities for career growth

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer serviceorder managementreturns processingrefund processingshipping managementdocumentationproblem-solvingupsellingcustomer loyaltyworkflow improvement

Soft Skills

excellent written Englishcommunication adaptabilityattention to detailtask prioritizationmeeting KPIsperforming under pressureproactive attitudecollaborative mindsetflexibilitypositive attitude