Customer Support Specialist

Virtual Staff 365; United States; Remote; USD 38,000 - 60,000; Full time

Benefits offered by this job

HMO (STAFF only)

Annual leave

13th month pay

Government mandated benefits

Permanent work-from-home

Job summary

Virtual Staff 365 is seeking a Customer Support Specialist to deliver responsive, end-to-end support for consumers and retail partners across phone, email, live chat, and messaging channels. You will handle product, order, delivery, and warranty enquiries with accuracy, empathy, and consistency.

The role requires at least 2 years in customer service or e-commerce support, outstanding English skills, and the ability to work remotely during Australian Eastern Standard Time business hours.

Qualifications

• Minimum 2 years of experience in customer service, e-commerce support, or order management.
• Outstanding written and verbal English skills with a clear, professional tone.
• Demonstrated experience managing both inbound and outbound customer support calls.
• Strong organisational skills with the ability to manage competing priorities independently.
• Sound commercial judgement when handling warranties, returns, and sensitive information.
• Permanent work-from-home set-up.
• Dayshift (Australian Eastern Standard Time business hours).
• Full-time job.
• HMO (STAFF only).
• Annual leave.
• 13-month pay.
• With Government mandated benefits.

Responsibilities

• Provide warm, responsive customer and retailer support across phone, email, live chat, and messaging channels.
• Answer product, order, delivery, warranty, and troubleshooting enquiries with accuracy and care.
• Handle complex or sensitive customer situations with patience, discretion, and empathy.
• Track customer orders and backorders proactively to provide accurate stock availability updates and ETAs.
• Record all interactions thoroughly in the helpdesk platform to ensure complete case histories.
• Liaise with local operations, warehouse staff, and freight providers to resolve shipping and delivery issues.
• Maintain internal knowledge bases, FAQs, response templates, and procedure notes.
• Identify recurring product or service issues and suggest practical workflow improvements.

Skills

Customer service

E-commerce support

Order management

Written English

Verbal English

Organisational skills

Tools

Dixa

Shopify

Cin7

Job description

Our client is a premier Australian importer and distributor of high-quality nursery and baby products. They deliver premium prams, travel systems, and accessories to consumers and retail partners across Australia via their e-commerce store, independent stockists, and industry expos. As a fast-moving, family-owned business, they are dedicated to operational excellence, clear communication, and outstanding customer care.

They are now seeking to hire a Customer Support Specialist to deliver responsive, end-to-end support for consumers and retail partners across multiple communication channels. This role plays a vital part in driving high customer satisfaction, resolving order and warranty enquiries efficiently, and ensuring seamless operations between internal teams, warehouses, and stockists.

Job ResponsibilitiesCustomer Support & Enquiries

• Provide warm, responsive customer and retailer support across phone, email, live chat, and messaging channels

• Answer product, order, delivery, warranty, and troubleshooting enquiries with accuracy and care

• Handle complex or sensitive customer situations with patience, discretion, and empathy

• Request customer feedback and reviews at appropriate touchpoints to support service excellence
  Order & Inventory Operations

• Track customer orders and backorders proactively to provide accurate stock availability updates and ETAs

• Record all interactions thoroughly in the helpdesk platform to ensure complete case histories

• Manage case resolution actively to minimise overdue or unassigned customer tickets
  Stakeholder Coordination

• Liaise with local operations, warehouse staff, and freight providers to resolve shipping and delivery issues

• Provide dedicated support and issue resolution for independent retail stockists
  Process & Quality Improvement

• Maintain internal knowledge bases, FAQs, response templates, and procedure notes

• Identify recurring product or service issues and suggest practical workflow improvements

• Utilise approved AI tools to assist in drafting non-sensitive customer communications and documentation

• Minimum 2 years of experience in customer service, e-commerce support, or order management

• Outstanding written and verbal English skills with a clear, professional tone

• Demonstrated experience managing both inbound and outbound customer support calls

• Strong organisational skills with the ability to manage competing priorities independently

• Sound commercial judgement when handling warranties, returns, and sensitive information
  Nice-to-Have Skills

• Previous experience supporting Australian customers by phone

• Background in retail, consumer goods, nursery products, or logistics support

• Experience using helpdesk, e-commerce, or order management platforms such as Dixa, Shopify, or Cin7

• Practical experience using AI tools to draft communications and streamline administrative tasks

• Permanent work-from-home set-up

• Dayshift (Australian Eastern Standard Time business hours)

• Full-time job

• HMO (STAFF only)

• Annual leave

• 13-month pay

• With Government mandated benefits