Omnichannel Customer Care Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Office-based

Equipment Provided

Medical & Dental Insurance from day 1

Paid Vacation and Sick Leave

Competitive salary package and annual

Financial Assistance Program

13th Month Pay

Regular Company Events

Work Life Balance

Career growth opportunities

Job summary

ConnectOS is seeking a dedicated Customer Care professional in the Philippines to handle inquiries across email, phone, and web chat. You will assist with deliveries, returns, and product concerns, while collaborating with internal teams to resolve issues and improve processes.

Ideal candidates have 3+ years in customer service, retail experience, and proficiency in Zendesk and Microsoft Office. This office-based role offers a competitive salary and opportunities for growth.

Qualifications

• 3+ years of experience in customer service or related roles.
• Retail environment experience is preferred.
• Experience with Zendesk or similar ticketing platforms.
• Experience handling omnichannel communications.
• Exposure to logistics and warehouse systems is a plus.
• Familiarity with Australian Consumer Law is beneficial.
• Experience serving Australian customers or in Australian e-commerce is preferred.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).

Responsibilities

• Handle customer enquiries via email, phone, web chat, and other channels.
• Assist customers with deliveries, collections, back orders, returns, refunds, spare parts, repairs, and product concerns.
• Resolve cases within SLA targets and timeframes.
• Provide accurate information in line with company policies and procedures.
• Demonstrate empathy with customers and deliver high-quality service.
• Develop knowledge of the product range to assist customers effectively.
• Work with internal teams to resolve issues and coordinate with external stakeholders as needed.
• Contribute to process improvements and share customer feedback for trend analysis.
• Support sales by understanding and addressing customer needs.
• Follow SOPs to ensure consistent service and participate in training and team activities.

Skills

Customer service

Retail experience

Zendesk

Omnichannel experience

Logistics familiarity

Australian market knowledge

Microsoft Office

Office-based availability

Tools

Zendesk

Job description

ConnectOS is seeking a dedicated Customer Care professional in the Philippines to handle inquiries across email, phone, and web chat. You will assist with deliveries, returns, and product concerns, while collaborating with internal teams to resolve issues and improve processes.

Ideal candidates have 3+ years in customer service, retail experience, and proficiency in Zendesk and Microsoft Office. This office-based role offers a competitive salary and opportunities for growth.