Customer Service Admin - (AU Experience Required)

Ali Aydi; Philippines; Remote; PHP 2,297,000 - 3,063,000; Full time

Job summary

Ali Aydi is seeking a detail-oriented Customer Service specialist to support Australian customers remotely. The role emphasizes strict adherence to established processes, ensuring every customer receives accurate information and timely updates.

Training and daily guidance come from the Senior Customer Service Lead. Responsibilities include handling calls and emails, providing order updates, and resolving inquiries with clear notes.

Qualifications

• Minimum 2 years in customer service handling phone and email inquiries.
• Fluent written and spoken English with clear phone manner.
• Ability to follow defined procedures precisely and review work before sending.
• Ability to draft original customer responses in own voice, not relying on AI.
• Proficiency with Microsoft Office (Word/Excel/Teams).

Responsibilities

• Answer incoming customer calls during peak periods.
• Respond to emails and help desk tickets with timely updates.
• Provide order updates, tracking numbers, and delivery timeframes.
• Address complaints professionally and escalate when needed.
• Manage nil stock orders with customer notifications and follow-ups.
• Log and resolve callback requests and help desk cases.
• Update order details with precise notes and ticket tags.
• Handover refunds, returns, warranties, and complex inquiries with clear notes to Senior Lead.

Skills

Customer service

Written English

Phone etiquette

Attention to detail

Procedural compliance

MS Office

Tools

Shopify

Gorgias

Aircall

Monday.com

Job description

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.

Communication E-commerce Excel Leadership Microsoft Office PHP Service client

Tags

Customer Support Shopify Phone Support and Customer Service

Details

Who may apply Asia Only As the board states it — check the description for country or time-zone limits.