Customer Care Support (AU Retail, Officebased)

Hammerjack Pty Ltd; Philippines; On-site; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Office-based

Equipment Provided

Medical & Dental Insurance from day 1

Paid Vacation and Sick Leave

Competitive salary package and annual

Financial Assistance Program

13th Month Pay

Regular Company Events

Work Life Balance

Career growth opportunities

Job summary

ConnectOS is seeking a dedicated Customer Care professional in the Philippines to handle inquiries across email, phone, and web chat. You will assist with deliveries, returns, and product concerns, while collaborating with internal teams to resolve issues and improve processes.

Ideal candidates have 3+ years in customer service, retail experience, and proficiency in Zendesk and Microsoft Office. This office-based role offers a competitive salary and opportunities for growth.

Qualifications

• 3+ years of experience in customer service or related roles.
• Retail environment experience is preferred.
• Experience with Zendesk or similar ticketing platforms.
• Experience handling omnichannel communications.
• Exposure to logistics and warehouse systems is a plus.
• Familiarity with Australian Consumer Law is beneficial.
• Experience serving Australian customers or in Australian e-commerce is preferred.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).

Responsibilities

• Handle customer enquiries via email, phone, web chat, and other channels.
• Assist customers with deliveries, collections, back orders, returns, refunds, spare parts, repairs, and product concerns.
• Resolve cases within SLA targets and timeframes.
• Provide accurate information in line with company policies and procedures.
• Demonstrate empathy with customers and deliver high-quality service.
• Develop knowledge of the product range to assist customers effectively.
• Work with internal teams to resolve issues and coordinate with external stakeholders as needed.
• Contribute to process improvements and share customer feedback for trend analysis.
• Support sales by understanding and addressing customer needs.
• Follow SOPs to ensure consistent service and participate in training and team activities.

Skills

Customer service

Retail experience

Zendesk

Omnichannel experience

Logistics familiarity

Australian market knowledge

Microsoft Office

Office-based availability

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.