Online Customer Support Specialist - Multi-Channel SLA Pro

Acquire Intelligence; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Directed Electronics Australia seeks an Online Customer Support Specialist to coordinate daily customer service and order administration across divisions, including handling enquiries, refunds, returns, warranties, and data flow between Shopify, SAP and marketplace portals.

The role works with internal teams, marketplace partners and stakeholders to ensure customer inquiries and orders are managed efficiently within SLAs, contributing to strong online sales performance.

Qualifications

• 2+ years in product-based customer service.
• Experience working within a B2B and B2C customer support role ideally with retail channels.
• Experience investigating deliveries or orders and processing customer sales/purchase orders.

Responsibilities

• Manage customer enquiries across websites and marketplace portals with SLAs.
• Monitor orders and fulfilment through Shopify and marketplace portals.
• Investigate delivery, tracking, cancellation, refund and fulfilment issues.
• Escalate product defects and technical enquiries to the Tech Support team.
• Maintain accurate case records and ensure timely customer follow-ups.

Skills

Customer service

Communication

Problem solving

Tools

Gorgias

Shopify

Freshdesk

Job description

Directed Electronics Australia seeks an Online Customer Support Specialist to coordinate daily customer service and order administration across divisions, including handling enquiries, refunds, returns, warranties, and data flow between Shopify, SAP and marketplace portals.

The role works with internal teams, marketplace partners and stakeholders to ensure customer inquiries and orders are managed efficiently within SLAs, contributing to strong online sales performance.