# Customer Support Specialist

> Virtual Staff 365 · Philippines (Remote) · Full-time · Posted 2026-09-15

**Workplace:** remote

## Description

Our client is a premier Australian importer and distributor of high-quality nursery and baby products. They deliver premium prams, travel systems, and accessories to consumers and retail partners across Australia via their e-commerce store, independent stockists, and industry expos. As a fast-moving, family-owned business, they are dedicated to operational excellence, clear communication, and outstanding customer care.

They are now seeking to hire a **Customer Support Specialist** to deliver responsive, end-to-end support for consumers and retail partners across multiple communication channels. This role plays a vital part in driving high customer satisfaction, resolving order and warranty enquiries efficiently, and ensuring seamless operations between internal teams, warehouses, and stockists.

### **Job Responsibilities**

### **Customer Support & Enquiries**

-   Provide warm, responsive customer and retailer support across phone, email, live chat, and messaging channels
-   Answer product, order, delivery, warranty, and troubleshooting enquiries with accuracy and care
-   Handle complex or sensitive customer situations with patience, discretion, and empathy
-   Request customer feedback and reviews at appropriate touchpoints to support service excellence

### **Order & Inventory Operations**

-   Track customer orders and backorders proactively to provide accurate stock availability updates and ETAs
-   Record all interactions thoroughly in the helpdesk platform to ensure complete case histories
-   Manage case resolution actively to minimise overdue or unassigned customer tickets

### **Stakeholder Coordination**

-   Liaise with local operations, warehouse staff, and freight providers to resolve shipping and delivery issues
-   Provide dedicated support and issue resolution for independent retail stockists

### **Process & Quality Improvement**

-   Maintain internal knowledge bases, FAQs, response templates, and procedure notes
-   Identify recurring product or service issues and suggest practical workflow improvements
-   Utilise approved AI tools to assist in drafting non-sensitive customer communications and documentation

## Requirements

-   Minimum 2 years of experience in customer service, e-commerce support, or order management
-   Outstanding written and verbal English skills with a clear, professional tone
-   Demonstrated experience managing both inbound and outbound customer support calls
-   Strong organisational skills with the ability to manage competing priorities independently
-   Sound commercial judgement when handling warranties, returns, and sensitive information

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

-   Previous experience supporting Australian customers by phone
-   Background in retail, consumer goods, nursery products, or logistics support
-   Experience using helpdesk, e-commerce, or order management platforms such as Dixa, Shopify, or Cin7
-   Practical experience using AI tools to draft communications and streamline administrative tasks

## Benefits

-   Permanent work-from-home set-up
-   Dayshift (Australian Eastern Standard Time business hours)
-   Full-time job
-   HMO (STAFF only)
-   Annual leave
-   13-month pay
-   With Government mandated benefits

## Apply

[Apply at Virtual Staff 365](https://apply.workable.com/virtual-staff-365/j/89CE79C6D1/apply)

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