Customer Support Assistant
AIPI Acquire Intelligence Philippines Inc.
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Job summary
Acquire Intelligence Philippines is seeking a Customer Support Assistant to coordinate daily customer service activities across Toys”R”Us ANZ operations. You will manage inbound enquiries, refunds, returns, warranties, and data flow between Shopify, SAP and WMS while supporting gift card and dropship processes.
You will work closely with internal teams to ensure timely resolutions, accurate order data and high customer satisfaction, contributing to process improvements and reliable customer
Qualifications
- Experience in customer service, retail operations or eCommerce administration.
- Proficiency with Shopify, Gorgias and related order management tools.
- Understanding of SAP and warehouse management systems (WMS).
- Experience managing refunds, warranties and returns processes.
- Proficiency in Microsoft Office and CRM/ticketing systems.
Responsibilities
- Handle customer enquiries across Gorgias and channels for Toys”R”Us brands and marketplaces.
- Investigate and resolve order issues, delays, refunds, and warranty claims within targets.
- Coordinate data flow between Shopify, SAP and WMS; assist with invoicing and reconciliation.
- Liaise with warehouse and 3PL partners to resolve delivery or fulfilment issues.
- Produce regular service metrics and assist in updating SOPs and knowledge bases.
Skills
Tools
Job description
Employing Entity: Toys”R”Us ANZ Pty Ltd
Team: Toys”R”Us
Key contacts/stakeholders Internal: General Manager Operations Buyers Marketing Web Dev DC/Warehouse BI (Business Intelligence) Finance External: End users/consumers Directed Marketing Team Suppliers Gift Card Providers Logistics & dropship partners
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
The Customer Support team is critical in ensuring Toys”R”Us ANZ delivers a seamless and trusted customer experience across all online stores and related marketplace channels. This team manages every step of the post‑purchase journey, from system accuracy through to customer enquiries, returns, refunds, warranties, and gift card management. Working closely with the Customer Support Assistant and Directed Group Customer Service Teams, Merchandising, Finance, and Warehouse operations, the role ensures that every enquiry is handled promptly, and every customer interaction reflects the care and reliability that Toys”R”Us brands are known for.
Toys’R’Us ANZ is now under new management and poised for growth as part of the Directed Group of companies. Led by the General Manager, the role focuses on maintaining high service standards, improving response times, and streamlining order and refund workflows, ensuring every customer interaction reinforces trust in Toys”R”Us brands across ANZ.
The Customer Support Assistant is responsible for assisting with the daily coordination of customer service administration across the Toys”R”Us group. This includes managing inbound enquiries from own brand sites and marketplaces, refunds, returns, warranties, and data flow between Shopify, SAP, and WMS systems. The role also works in gift card management via Prezzee, and drop ship order coordination.
Manage customer enquiries across Gorgias and other channels for Toys”R”Us, Babies”R”Us, Riot Art & Craft, Hobby Warehouse, B2B and Marketplaces.
Investigate and resolve order issues, delivery delays, refund requests, and warranty claims within agreed timeframes.
Provide timely, accurate, empathetic, and brand‑aligned responses to customer concerns to ensure a positive experience.
Track recurring issues and escal…
Maintain clear communication records and ensure prompt customer follow‑ups.
Assist with the daily flow of orders between Shopify, SAP, and the Warehouse Management System (WMS), ensuring data accuracy.
Identify and correct data mismatches or unallocated stock in coordination with the DC and Finance teams.
Assist Finance with invoice requests, payment tracking, and reconciliation of customer orders.
Support integration updates or process improvements between Shopify, WMS, SAP and other operational systems.
Liaise with warehouse and 3PL teams to ensure timely resolution of order fulfilment issues.
Monitor daily order status reports and proactively flag potential delays or supply chain bottlenecks.
Work with suppliers and dropship partners to track orders, confirm fulfilment, and resolve exceptions.
Produce regular reports on customer service metrics, order accuracy, and refund turnaround.
Identify recurring issues or bottlenecks and recommend process improvements to enhance efficiency and customer satisfaction.
Maintain accurate databases and logs for tickets, returns, and communications across systems.
Assist in documenting SOPs and updating internal workflows as new tools and processes are implemented.
Maintain Gorgias AI knowledgebase for improved automated responses.
- Customer service response and resolution times meet or exceed targets.
- Order accuracy and fulfilment turnaround improve across Shopify and WMS.
- Customer satisfaction and refund handling metrics show consistent improvement.
- Drop ship processes run efficiently with minimal errors.
- Internal teams (Finance, Warehouse, Marketing) report improved workflow efficiency.
- AI knowledge bases are routinely updated to drive constant improvement.
Review new customer enquiries and support tickets in Gorgias, prioritising refunds, returns, and warranty claims.
Check order flow between Shopify, SAP, and WMS to ensure all transactions and inventory syncs are accurate.
Respond to refund and order adjustment requests, liaising with Finance and Warehouse for resolution.
Monitor dropship orders and contact suppliers regarding delayed or missing shipments.
Process gift card requests and replacements.
Update customer records and internal logs to reflect completed resolutions and escalations.
Communicate daily with warehouse and web teams to resolve order discrepancies and delivery issues.
Prepare daily summary notes on open tickets, urgent issues, and resolution progress for management.
Update Gorgias AI knowledge base on repeat enquiry data.
Analyse weekly service metrics including response times, resolution rates, and refund volumes.
Review unallocated stock, cancelled orders, and system mismatches with the DC and Finance teams.
Meet with warehouse and dropship partners to discuss order performance and issue trends.
Coordinate system clean‑ups and order reconciliation between Shopify, SAP, and WMS.
Work with Marketing on communication templates or customer updates for active promotions and events.
Assist in identifying recurring customer concerns and proposing process improvements.
Review product feedback from customer queries to flag quality or listing issues to the Buying team.
Attend cross‑functional meetings with Merchandising, Finance, Marketing, and Operations to align on upcoming activity.
Update SOPs or internal trackers to reflect any procedural changes.
Prepare and present monthly service performance summaries, including response metrics and refund turnaround times.
Meet with Operations and Finance to review order integrity, chargebacks, and customer credit trends.
Coordinate with the warehouse to audit returns, replacements, and damaged goods logs.
Conduct system checks to verify data alignment between Shopify, SAP, and WMS.
Work with Marketing to plan and test customer communication flows for major campaigns or peak periods.
Assist leadership with documentation or reporting for compliance and audit requirements.
Identify training needs or process gaps and propose improvement actions to management.
Support ad‑hoc projects linked to customer experience, workflow automation, or system enhancements.
Growth opportunities for a Customer Support Assistant can be varied.
Including, but not limited to:
- Customer Service Manager
- Assistant Buyer
- Digital Marketing Assistant
Experience in customer service, retail operations, or eCommerce administration.
Proficiency with Shopify, Gorgias, and related order management tools.
Understanding of SAP and warehouse management systems (WMS).
Experience managing refunds, warranties, and returns processes.
Previous exposure to dropship environments.
High attention to detail and process consistency.
Proficiency in Microsoft Office (Outlook, Word, Excel).
Familiarity with CRM, ticketing, or helpdesk systems (e.g. Gorgias, Zendesk).
Understanding of SAP or equivalent ERP/accounting systems.
Understanding of Shopify back‑end and order flow processes.
Understanding of AI systems (Claude, ChatGPT).
Self‑starter with strong initiative and urgency.
A proactive and collaborative mindset, supporting and empowering internal teams.
Ability to multi‑task, prioritise, manage time and delegate effectively.
Solid communication, interpersonal and organisational skills.
Detail‑oriented and execution focused.
Flexible, trustworthy, and reliable.
Delivering outstanding customer experiences and service outcomes.
Continuous improvement of processes and systems.
Supporting team success and operational excellence.
Contributing to the growth and reputation of the Toys”R”Us brand.
Join the A‑Team and experience the A‑Life!
Acquire Intelligence is an award‑winning, global business outsourcer with 10,000 staff and over 16‑years’ experience in delivering intelligent contact centre and back‑office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We’re an entrepreneurial business that is highly experienced in working with our partners to solve real‑life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work‑from‑Home environments, where client‑permitted. We’re recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we’re looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.
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