Customer Support & E‑Commerce Operations Assistant

Acquire Intelligence; Philippines; On-site; PHP 279,000 - 446,000; Full time

Job summary

The Customer Support Assistant at Toys”R”Us ANZ Pty Ltd coordinates customer service administration across the Toys”R”Us group, handling inbound enquiries, refunds, returns, warranties, and data flow between Shopify, SAP, and WMS systems.

Role focuses on timely responses, accurate data, and cross-functional collaboration with Finance, Warehouse, Marketing, and Operations to improve service delivery and order accuracy. Growth pathways exist within the team.

Qualifications

• Experience in customer service, retail operations, or ecommerce administration.

Responsibilities

• 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 elevate system or supplier-related problems to relevant teams for resolution.
• Maintain clear communication records and ensure prompt customer follow-ups.
• Assist with 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

Skills

Customer service

Communication

Attention to detail

Multi-tasking

Data entry

Tools

Shopify

Gorgias

SAP

WMS

Zendesk

Job description

The Customer Support Assistant at Toys”R”Us ANZ Pty Ltd coordinates customer service administration across the Toys”R”Us group, handling inbound enquiries, refunds, returns, warranties, and data flow between Shopify, SAP, and WMS systems.

Role focuses on timely responses, accurate data, and cross-functional collaboration with Finance, Warehouse, Marketing, and Operations to improve service delivery and order accuracy. Growth pathways exist within the team.