Looking for candidates from the Philippines 🇵🇭
Position: Customer Service Representative
Work hours:  5:00 AM – 1:30 PM PH (Mon–Fri) / 5:00 AM – 1:30 PM PH (Tue–Sat)
Compensation range: AU$1,600 - AU$2,000/ month

At RunRemote our mission is to help connect the top-rated remote talent with the world's best job opportunities. Our key markets and clients are located in the US, AUS, UK & Canada just to name a few. All of our roles are full-time and 100% remote, cutting out the daily commute, and providing top-rated talent with the best job opportunities, all from the comfort of their home. 

About our client
Our client is a dynamic scale-up company headquartered in Australia, with successful expansions into New Zealand and Canada. This brand excels in both retail and eCommerce sectors. Their team is a tight knit bunch of down-to-earth individuals who look for ways to relentlessly improve on everything they do, every day.

They are all about changing how their customers see the world and how the world sees them.

About the role
The Customer Service Representative will be the first point of contact for customers, providing support across various channels including email, live chat, phone, and social media. Your primary responsibility is to resolve customer inquiries and issues promptly and efficiently while maintaining a professional and helpful demeanor. You'll manage customer accounts, track and update orders, and handle shipping logistics, ensuring a smooth and satisfying customer experience.

Responsibilities

A. Customer Support

• Be the first point of contact for customer enquiries across email, social media and live chat.

• Allocate enquiries from central channels to the appropriate teams or departments.

• Follow procedures to resolve customer queries in a timely manner and escalate where necessary.

• Assess incoming tickets to prioritise urgency and support needs.

• Maintain customer accounts and detailed records of interactions, inquiries, complaints, and comments.

• Use knowledge of products or services to resolve queries or forward them to the appropriate staff.

• Record and provide detailed information when escalating tickets to ensure smooth handover.

• Manage and track progress of customer tickets, ensuring timely follow-ups and resolution.

• Solve customer queries regarding delayed or missing online orders by investigating with shipping carriers.

• Collaborate with internal teams, suppliers, and couriers to resolve customer issues and close communication loops.

• Report recurring issues to management for improvement.

• Respond to enquiries related to contact lens orders and accounts.

• Liaise with stores and suppliers to resolve queries.

• Escalate unresolved issues and report system problems to management.

B. Store Support

• Provide support to retail teams on customer and system-related queries.

• Respond to enquiries regarding systems and customer issues.

C. Personal Leadership

• Demonstrate professionalism, adaptability, and resilience in all interactions.

• Build strong relationships and communicate effectively.

• Maintain a focus on improving personal performance and key metrics.

Requirements

• At least 5+ years of customer service experience, with a strong focus on live chat support, preferably within the eCommerce or retail industry.

• Must possess excellent customer service skills, ensuring a positive, professional, and solution-oriented experience for every customer.

• Proficiency with CRM tools like Intercom.

• Proficiency with Google and Microsoft suite programs (PPT and Google slides included).

• Ability to respond appropriately under pressure, demonstrating sound judgment, excellent problem-solving skills, and a positive attitude, while effectively building strong relationships with clients.

• Superb written and verbal communication skills.

• Outstanding service attitude and stakeholder management.

• Highly trainable, self-motivated, and passionate about customer service and people.

• Demonstrates a high level of reliability and responsiveness, ensuring timely follow-ups, consistent communication, and prompt resolution of tasks and inquiries.

• Trustworthy and can handle sensitive information.

• A desire to make a change, suggest improvements, and get the job done.

• A sense of urgency and the ability to work towards deadlines.