Ecommerce Customer Success Specialist (AU/NZ)

Focus Global Inc; Taguig; On-site; PHP 300,000 - 540,000; Full time

Job summary

Focus Global Inc in the Philippines is seeking a Customer Success Specialist focused on calls, emails, and post-purchase support to deliver exceptional experiences and foster lasting relationships.

You will leverage product knowledge and strong communication to resolve inquiries, coordinate with internal teams, and contribute to service quality across regional teams.

Qualifications

• Bachelor's degree in any field.
• 1–2 years of customer service experience preferred.
• Exceptional communication and interpersonal skills.
• Proficiency with CRM software and quick to learn new tools.

Responsibilities

• Manage inbound calls and respond to customer emails with a friendly, professional demeanor.
• Provide post-purchase support including order tracking and product details.
• Process returns, exchanges, refunds, and warranty claims with relevant departments.
• Coordinate with principals, local colleagues, and internal teams on customer concerns.
• Participate in alignment meetings with local and ANZ teams to discuss performance and service strategy.
• Create and maintain reports on customer inquiries, resolutions, and call metrics.

Skills

Communication

Customer service

Interpersonal skills

Problem solving

Education

Bachelor's degree

Tools

CRM software

Job description

As a Customer Success Specialist specializing in calls, emails, and after-sales support, your role is essential in carrying out exceptional customer experiences, resolving inquiries, and ensuring post-purchase satisfaction. By leveraging your excellent communication skills and product knowledge, you will contribute to fostering lasting customer relationships and enhancing the brand’s reputation.

Key Responsibilities:

• Product Expertise: Develop a strong understanding of our retail products and services, staying up to date with product updates, features, and promotions to provide accurate information to customers.
• Customer Interaction Management: Handle inbound calls and promptly respond to customer emails with a friendly and professional demeanor, efficiently managing interaction volumes while ensuring every customer receives attentive care.
• Post-Purchase Support: Provide comprehensive assistance with post-purchase inquiries, including order tracking, product details, and dedicated after-sales services.
• Returns & Claims Resolution: Collaborate with relevant departments to process returns, exchanges, refunds, and warranty claims efficiently.
• Stakeholder & Principal Coordination: Coordinate with principals, local colleagues, and relevant internal teams to address complex customer concerns, product inquiries, and service-related matters.
• Cross-Regional Collaboration & Meetings: Actively participate in recurring alignment meetings and reporting sessions with local and Australia/New Zealand (ANZ) teams to discuss operational performance, share customer feedback, and align on service strategy.
• Reporting & Feedback: End-to-end creation and maintenance of detailed reports on customer inquiries, resolutions, call metrics, and feedback; share actionable insights with local/ANZ leadership and cross-functional teams to drive continuous improvement.

Job Qualifications:

• Bachelor's degree in any field
• Preferably with 1-2 years of experience customer service (experience in customer service for regional countries is a plus but not required)
• Exceptional communication, customer service, and interpersonal skills
• Strong problem-solving skills and the ability to remain composed under pressure
• Proficiency in using CRM software and open to learning new technologies

You Are an Ideal Candidate if You Are:

• Entrepreneurial: We are a team that is nimble and quick to adapt. There will be minimal to no hand-holding — this environment is perfect for someone who is independent, self-driven, and hungry for growth.
• An excellent communicator: We speak and act quickly. Say it. Mean it. Do it.
• Comfortable giving and receiving feedback: We believe in radical candor. Everyone is empowered to speak their mind and constantly share feedback.
• Love adopting new technology and software tools: We constantly look for new tools to use that will make our work more efficient and productive.
• Data-driven: We love numbers and data that will help us arrive at impactful decisions.
• Customer-centric: We do whatever it takes to satisfy our customers.