# Senior Customer Service & Operations Coordinator

> Virtual Staff 365 · Philippines (Remote) · Full-time · Posted 2026-10-15

**Workplace:** remote

## Description

Our client is an Australian family-owned retailer specialising in unique home furnishings, architectural hardware, and period-authentic renovation fixtures. They provide high-quality products and bespoke solutions to residential and commercial customers across the country.

They are now seeking to hire a **Senior Customer Service & Operations Coordinator** to act as the second-in-charge to the Customer Service Manager and drive operational excellence. This role is essential for leading complex issue resolution, guiding the support team, and maintaining high service standards to ensure a seamless customer experience.

**Job Responsibilities**

**Operational Leadership and Support**

-   Act as the first point of operational support for team members and provide guidance on complex matters
-   Step in for the Customer Service Manager during absences to coordinate daily priorities and workload
-   Coach and guide the team in effective communication and consistent issue resolution

**Customer Service and Issue Resolution**

-   Manage complex customer complaints, delivery issues, and warranty matters directly
-   Respond to customer enquiries via phone, email, and digital channels during peak periods
-   Negotiate practical and commercially appropriate resolutions in line with company policies
-   Support retail administration tasks including quotes, sales orders, returns, and exchanges

**Process Improvement and System Management**

-   Maintain and improve Gorgias macros, ticket workflows, tags, and knowledge-base content
-   Review recurring enquiry types and ticket data to identify efficiency and quality improvements
-   Partner with management to develop and implement practical workflow improvements
-   Ensure accurate recording of order numbers and resolution types to support reporting

**Stakeholder Collaboration**

-   Coordinate with warehouse, sales, eCommerce, suppliers, and logistics partners
-   Escalate material concerns and service risks to the Customer Service Manager
-   Maintain clear and accurate records of decisions, commitments, and order details

## Requirements

-   Minimum 5 years of customer service experience in retail or eCommerce
-   Demonstrated experience in senior support, mentoring, or team leadership
-   Proven ability to manage difficult conversations and complex escalations independently
-   Strong understanding of retail, online orders, inventory, and returns processes
-   Experience using a cloud phone system in a customer service environment
-   Excellent written and verbal English communication skills

### **Nice-to-Have Skills**

-   Certification in eCommerce or Customer Service Management
-   Experience using NetSuite and Shopify
-   Strong hands-on capability with Gorgias including macros and workflows
-   Practical experience using AI tools like Claude to improve response quality and team efficiency

## Benefits

-   ​Permanent work-from-home set-up
-   Dayshift (Australian business hours)
-   Full-time job
-   HMO
-   Annual leave
-   Christmas Bonus equivalent to 1 month's wage (pro-rata)

## Apply

[Apply at Virtual Staff 365](https://apply.workable.com/virtual-staff-365/j/1B84991F6A/apply)

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