Customer Service Admin - (AU Experience Required)

D 2b; Philippines; Remote; PHP 558,000 - 725,000; Full time

Job summary

D 2b is seeking a Customer Service Admin for a remote independent contractor position, supporting Australian customers by phone and email. You will work with the Senior Customer Service Lead, who trains and guides you daily, with emphasis on following established processes for accurate information.

This full-time remote role requires precision, timely responses, and professional communication during Brisbane business hours (8:30 AM–5:30 PM AEST).

Qualifications

• At least 2 years of customer service handling phone and email inquiries.
• Excellent written and spoken English with a polite phone manner.
• Strong attention to detail and ability to follow procedures precisely.
• Ability to draft original customer responses in your own voice.
• Proficiency with Microsoft Office tools: Word, Excel, Teams.
• Dedicated, quiet home workspace with a stable internet connection.

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.
• Address customer complaints professionally and escalate as needed.
• Manage out-of-stock orders by contacting customers and sending notifications.
• Log and resolve callback requests and help desk cases.
• Update customer order details with precise notes and tags.
• Handover refunds, returns, warranties, and complex inquiries with clear notes.

Skills

English fluency

Attention to detail

Procedural adherence

Original responses drafting

MS Office

Home office setup

Tools

Shopify

Gorgias

Aircall

Monday.com

Job description

Position : Customer Service Admin

Salary : PHP 50,000- 65,000

Working Hours : Brisbane Business Hours

Work Type : Remote- Independent Contractor

Requirements

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.