Customer Care Support (AU Retail, Officebased)

ConnectOS; Mandaluyong; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Office-based

Equipment provided

Medical & life insurance (day 1)

Vacation & sick leave

Annual appraisal

Financial assistance

13th month pay

Company events

Career growth

Job summary

ConnectOS is seeking a seasoned Customer Care specialist to join our on-site team in Mandaluyong, Philippines. You will handle inquiries via email, phone, web chat, and other channels, assisting with deliveries, returns, refunds, spare parts, and product concerns while meeting SLAs.

The ideal candidate has 3+ years in customer service with retail exposure, experience in Zendesk or similar platforms, omnichannel support, and knowledge of Australian consumer law.

Qualifications

• 3+ years of experience in customer service, preferably in retail.
• Experience with Zendesk or similar ticketing platforms.
• Omnichannel customer service experience.
• Exposure to logistics and warehouse systems.
• Knowledge of Australian Consumer Law.
• Experience working with Australian customers or in Australian retail/e-commerce.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
• Willing to work Office-based.

Responsibilities

• Handle customer inquiries via email, phone, web chat, and other channels.
• Assist customers with enquiries relating to deliveries, collections, back orders, returns, refunds, spare parts, repairs, and product concerns.
• Resolve customer cases efficiently and within established service-level targets and timeframes.
• Provide accurate information and solutions in line with company customer service policies and procedures.
• Listen to customers, understand their needs, and provide empathetic, professional, and high-quality service.
• Develop and maintain strong knowledge of the company’s product range to effectively assist customers.
• Handle customer complaints and disputes using strong problem-solving and dispute-resolution skills.
• Work closely with internal teams including Accounts, Distribution Warehouse, Retail Stores, Marketing, Learning & Development, Legal, and other relevant teams to resolve customer issues.
• Coordinate with external stakeholders including suppliers, vendors, couriers, and drivers when required.
• Contribute to customer service and process improvements across the business.
• Provide customer feedback and insights to help identify trends, issues, and opportunities for improvement.
• Identify opportunities to support sales by understanding and addressing customer needs.
• Follow, review, create, and update SOPs to support consistent and best-practice customer service.
• Actively contribute to achieving KPIs, efficiency and quality targets, quality assurance standards, and continuous improvement initiatives.
• Participate in relevant training, coaching, technical development, and team engagement activities.
• Follow all company administration systems, processes, and procedures to help prevent operational losses.
• Actively participate in health, safety, and wellbeing initiatives, report hazards or incidents, and contribute to maintaining a safe workplace.
• Participate in company-led community and social initiatives when required.
• Perform other duties as reasonably directed by the Customer Care Team Leader or Management Team.

Skills

Customer service

Retail experience

Zendesk knowledge

Omnichannel support

Logistics experience

Australian consumer law

Experience with Australian customers

MS Office

Office-based

Tools

Zendesk

Job description

Schedule: Monday to Friday (06:00 AM-03:00 PM PHT)

What are we looking for?

Skills Required

• 3 years + experience in Customer Service/
• Retail experience.
• Experience with Zendesk or similar customer service/ticketing platforms.
• has worked within omni channels.
• Exposure to logistics and warehouse systems.
• Omnichannel customer service experience.
• Knowledge or experience with Australian Consumer Law.
• Experience working with Australian customers or within an Australian retail/e-commerce environment.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint)
• Willing to work Officebased

Candidates who are available to start immediately will be highly regarded.

What will you do?

• Handle customer enquiries via email, phone, web chat, and other communication channels.
• Assist customers with enquiries relating to deliveries, collections, back orders, returns, refunds, spare parts, repairs, and product concerns.
• Resolve customer cases efficiently and within established service-level targets and timeframes.
• Provide accurate information and solutions in line with company customer service policies and procedures.
• Listen to customers, understand their needs, and provide empathetic, professional, and high-quality service.
• Develop and maintain strong knowledge of the company’s product range to effectively assist customers.
• Handle customer complaints and disputes using strong problem-solving and dispute-resolution skills.
• Work closely with internal teams including Accounts, Distribution Warehouse, Retail Stores, Marketing, Learning & Development, Legal, and other relevant teams to resolve customer issues.
• Coordinate with external stakeholders including suppliers, vendors, couriers, and drivers when required.
• Contribute to customer service and process improvements across the business.
• Provide customer feedback and insights to help identify trends, issues, and opportunities for improvement.
• Identify opportunities to support sales by understanding and addressing customer needs.
• Follow, review, create, and update Standard Operating Procedures (SOPs) to support consistent and best-practice customer service.
• Actively contribute to achieving KPIs, efficiency and quality targets, quality assurance standards, and continuous improvement initiatives.
• Participate in relevant training, coaching, technical development, and team engagement activities.
• Follow all company administration systems, processes, and procedures to help prevent operational losses.
• Actively participate in health, safety, and wellbeing initiatives, report hazards or incidents, and contribute to maintaining a safe workplace.
• Participate in company-led community and social initiatives when required.
• Perform other duties as reasonably directed by the Customer Care Team Leader or Management Team.

Join the awesome team and enjoy these benefits & perks:

• Officebased
• Equipment Provided
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities.

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

#ConnectOSCareers #JoinConnectOS

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age’, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.