Customer Support Officer – Retail Experience
Twoconnect
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
JuniorMid-Level
About the role
- Handle a high volume of customer interactions via live chat and email.
- Respond to product and usage questions (seasonal transitions, TOG recommendations, sizing and fit advice, product care, storage, travel, etc.).
- Resolve comfort-fit issues and general non-safety-related satisfaction queries.
- Accurately process and review all orders prior to consignment to prevent errors.
- Identify and correct issues (quantities, product type, address, payment mismatches) before dispatch.
- Liaise with warehouse and logistics teams to ensure error-free fulfillment.
- Provide order status updates, tracking details, and delivery timeframes.
- Assist with international shipping enquiries, address changes, and coordinate with freight providers (e.g., AUS Post) for lost or delayed deliveries.
- Manage size exchanges, returns authorizations, refunds, and related updates.
- Address and resolve product satisfaction issues efficiently.
- Assist customers with account login issues, payment queries, and subscription management.
- Manage gift card enquiries and application to orders.
- Manage wholesale and EDI order enquiries, ensuring SLA compliance.
- Resolve order discrepancies, shipping issues, and credit claims within agreed timeframes.
- Support UK and USA customers, including coverage for time zones requiring 7–8 PM availability.
- Participate in rotational weekend coverage for urgent enquiries.
- Identify complex issues and escalate to senior team members or relevant departments.
- Ensure escalated concerns are resolved fully and followed through.
- Other role specific duties as they arise.
Requirements
- Minimum of 2 years’ experience in a customer service or order processing role, preferably in e-commerce or logistics.
- Experience supporting international customers (UK/USA) highly regarded.
- Familiarity with product-based enquiry handling (sizing, usage, returns, shipping).
- Exceptional written communication skills for live chat and email correspondence.
- Strong attention to detail to prevent incorrect order fulfilment.
- Ability to work effectively in a fast-paced, high-volume support environment.
- Solid problem-solving skills, especially for discrepancies and claims.
- Knowledge of order management systems, freight logistics, and EDI processes.
- Proficiency with live chat and ticketing support tools.
- Customer-first mindset with professionalism and empathy in every interaction.
- Flexible and adaptable, with availability to work evenings and weekends on a rotational basis.
- High accuracy in order capture before consignment (low error rate).
- Strong first-response and resolution times.
- SLA compliance for B2B/EDI orders and credit claims.
- Positive customer satisfaction scores and feedback ratings.
- Reduction in return rates caused by order errors
Benefits
- Work from home
- Monday to Friday 12:00 PM - 9:00 PM AEST/ AEDT | 10:00 AM – 7:00 PM PHT or 9:00 AM – 6:00 PM PHT (*adjustments will be made for daylight saving time*)
- HMO with 1 free dependent and medical reimbursements
- Government-mandated benefits
- Work from home allowances
- Opportunities to work with leading companies in Australia and beyond
- Training programmes for career development
- Engaging company outings, team activities and wellness sessions
- Supportive, inclusive culture
- Dedicated managers focused on your growth and success
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
order processingproduct enquiry handlingfreight logisticsEDI processesorder management systemsproblem-solvinghigh accuracy in order capturecustomer servicereturns managementshipping coordination
Soft skills
written communicationattention to detailcustomer-first mindsetprofessionalismempathyflexibilityadaptabilitytime managementproblem resolutionhigh-volume support