Customer Service Admin - (AU Experience Required)

D2B; Brisbane; Hybrid; AUD 1,100 - 1,500; Full time

Job summary

D2B is seeking a Customer Service Admin for a full-time, remote position supporting Australian customers via phone and email. The Senior Customer Service Lead will provide training and daily guidance, with a focus on precise following of established processes to ensure every customer receives accurate information.

Responsibilities include handling peak-time calls, responding to emails, providing order updates, and managing returns and escalations.

Qualifications

• At least 2 years of customer service experience handling phone and email inquiries.
• Excellent written and spoken English with a polite and clear tone.
• Strong attention to detail and ability to review all work before sending.
• Ability to follow defined procedures precisely and ask questions when unsure.
• Ability to draft original customer responses in your own voice, not relying on AI.
• Proficiency with Microsoft Office tools (Word, Excel, Teams).
• Dedicated, quiet home workspace with stable internet connection.

Responsibilities

• Answer incoming customer calls during peak times.
• Respond to customer emails and help desk tickets.
• Provide order updates, tracking numbers, and delivery timeframes.
• Address customer complaints calmly and escalate when appropriate.
• Manage out-of-stock orders by contacting customers and sending notifications.
• Log and resolve call-back requests and help desk cases.
• Update customer order details with precise notes and tags.
• Hand over refunds, returns, warranty claims, and complex inquiries with clear notes to Senior Lead.

Skills

Customer service experience

Excellent written and spoken English

Attention to detail

Procedural discipline

Clear phone manner

Tools

Microsoft Word

Microsoft Excel

Microsoft Teams

Job description

Position : Customer Service Admin

Salary : PHP 50,000- 65,000

Working Hours : Brisbane Business Hours

Work Type : Remote- Independent Contractor

This is a full-time, remote role supporting Australian customers via phone and email. Working closely with the Senior Customer Service Lead - who will provide direct training and daily guidance, the primary focus is precision: strictly following established processes and ensuring every customer receives accurate information.

Responsibilities

• Answer incoming customer calls during peak times when the Australian team is busy.
• Respond to customer emails and support tickets within the help desk.
• Provide order updates, tracking numbers, and delivery timeframes.
• Calmly and professionally address customer complaints, escalating them as appropriate.
• Manage out-of-stock (nil stock) orders by contacting customers, sending standard email notifications, and completing follow-ups within required timeframes.
• Log and resolve call-back requests and help desk cases.
• Look up and update customer order details, maintaining precise notes and ticket tags.
• Hand over refunds, returns, warranty claims, and complex inquiries to the Senior Lead with comprehensive, clear notes.

Qualifications

• At least 2 years of customer service experience handling both phone and email inquiries, ideally supporting Australian, US, or UK customer bases.
• Excellent written and spoken English, paired with a polite and clear phone manner.
• Strong attention to detail with the discipline to review all work before sending.
• Ability to follow defined operational procedures precisely and ask questions when unsure.
• Ability to draft original customer responses in your own voice rather than relying heavily on automated or AI generation tools.
• Proficiency with Microsoft Office tools, including Word, Excel, and Teams.
• Dedicated, quiet home workspace equipped with a stable main internet connection and an operational backup connection.

Preferred

• Hands-on experience with help desk, communication, and management tools (Shopify, Gorgias, Aircall, or Monday.com).
• Background working in a call centre or as a virtual assistant.
• Prior e-commerce or retail experience, particularly within the automotive or motorcycle industries.
• Familiarity with tracking consignments via Australia Post.
• Experience managing high-volume retail periods such as Black Friday and Boxing Day sales.
• Personal interest in motorcycles or riding gear.

What You'll Bring

• A methodical, process-driven approach that prioritizes consistency and exact execution over improvisation.
• Reliable work ethic and prompt attendance during Australian business hours (8:30 AM to 5:30 PM Brisbane time / AEST).
• Professional composure when resolving customer concerns.
• Clear and transparent communication with team members and leadership.