Client Experience Specialist (Work From Home / Night Shift)

Shore 360; Pampanga; Remote; PHP 240,000 - 360,000; Full time

Job summary

Shore360 is seeking a Client Experience Specialist in the Philippines to provide administrative support for accurate order processing, data entry, returns handling, and payment activities. You will collaborate with Sales, Operations, Finance, Logistics, and Planning to resolve inquiries and keep records precise and timely.

The role emphasizes customer communication, internal coordination, and maintaining organized records while supporting a smooth end-to-end order life cycle.

Qualifications

• Experience with order processing and data entry
• Familiarity with returns and credit administration
• Strong attention to detail and record-keeping

Responsibilities

• Process and verify customer orders, update records, and maintain master data.
• Handle returns, RMAs, credits, and related documentation.
• Match payments to invoices and support payment reconciliation with Finance.
• Coordinate with Sales, Operations, Finance, Logistics, Planning and other teams to fulfill requests.

Job description

About Shore360:

Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

Job Summary

The Client Experience Specialist is responsible for providing administrative and operational support to ensure the accurate and timely processing of customer orders, returns, account information, payments, and related transactions. The role focuses on order management, data entry, returns and RMA processing, credit administration, customer account maintenance, payment reconciliation, documentation, and internal coordination.

The successful candidate will work closely with customers and internal teams, including Sales, Operations, Finance, Logistics, and Planning, to resolve inquiries, maintain accurate records, and ensure customer requests are completed efficiently and within required timelines.

Key Responsibilities

1. Order Management and Administration

• Review and process customer purchase orders and order requests accurately and within established timelines.
• Verify customer, product, quantity, pricing, delivery, and payment details before processing orders.
• Enter and maintain accurate order information and customer records in company systems.
• Assist with new customer account setup and maintain customer master data, including contact, billing, and shipping information.
• Create and manage purchase orders and related documentation.
• Monitor open orders and follow up on outstanding requirements, changes, and cancellations.

2. Returns, RMA, and Credit Administration

• Process customer returns, Return Merchandise Authorization (RMA) requests, credits, and related documentation.
• Maintain accurate records of returns, credits, order adjustments, cancellations, and other transactions.
• Assist with credit hold administration and coordinate with the Finance team when necessary.
• Investigate and help resolve discrepancies related to orders, returns, credits, and customer accounts.

3. Payment Support and Account Maintenance

• Match customer payments against invoices and assist with payment reconciliation.
• Follow up with customers regarding outstanding payment information and documentation.
• Maintain accurate records of payment follow-ups, account activity, and customer communications.
• Coordinate with Finance to address payment discrepancies and other account-related concerns.

4. Customer Communication and Internal Coordination

• Communicate with customers by phone and email to obtain information, provide updates, and address administrative inquiries.
• Coordinate with Sales, Operations, Finance, Logistics, Planning, and other internal teams to ensure customer requests are completed efficiently.
• Share relevant customer information and transaction updates with internal stakeholders.
• Follow up on outstanding internal actions and escalat e complex customer or operational issues to the appropriate team.
• Maintain clear, professional, and timely communication throughout the customer service process.

5. Documentation, Reporting, and Process Improvement

• Prepare routine reports, spreadsheets, correspondence, and administrative summaries.
• Perform accurate data entry and review records for completeness and consistency.
• Maintain organized electronic records and supporting documentation while promoting a paperless work environment.
• Ensure the work area remains organized and efficient.