Customer Service Representative - 083
Position: CUSTOMER SERVICE REPRESENTATIVE – ECOMMERCE
Salary range: up to $1,800 New Zealand Dollar (around ₱62,000+ PHP) (The final amount will be at the the client discretion basing on the candidate’s skills and experience.)
Working Hours: Monday to Friday 10am - 6pm NZT (5am-1pm Philippine Standard Time)
Work set-up: 100% Remote work
Holidays: New Zealand Public Holidays
ABOUT THE COMPANY
A leading retailer in sportswear, footwear, and lifestyle apparel, operating both physical stores and a growing online presence. The business focuses on delivering a seamless shopping experience across multiple brands and channels.
ABOUT THE ROLE
The eCommerce Customer Service Representative provides friendly, efficient support for online customers, handling enquiries related to orders, returns, and account issues. This role ensures a smooth and consistent customer experience while working closely with internal teams to resolve issues promptly.
Key Duties & Responsibilities
- Respond to customer enquiries via email, phone, and Microsoft Teams in accordance with service guidelines and KPIs
- Manage eCommerce order enquiries across all brands, including exclusive in-house brands
- Liaise with retail stores to confirm order status and ensure timely dispatch within agreed service levels
- Process and manage standard returns and exchanges in line with company policy
- Review and action flagged orders for potential fraud, escalating concerns where necessary
- Accurately document customer interactions and resolutions within CRM systems
- Follow established workflows and escalate complex or non-standard cases appropriately
- Support continuous improvement initiatives aimed at enhancing the online customer experience
Requirements
Key Skills, Experience & Preferences
Core Skills & Attributes
- Strong written and verbal communication skills
- High attention to detail with the ability to follow structured processes consistently
- Customer-focused mindset with a calm, solution-oriented approach
- Comfortable navigating multiple systems simultaneously
- Ability to collaborate effectively with remote and cross-functional teams
Experience & Technical Requirements
- Previous customer service experience supporting an Australian or New Zealand business (preferred)
- Confident user of Shopify (backend order management)
- Experience with Microsoft Teams
- Experience with Google Workspace (Docs, Sheets, etc.)
- Familiarity with Gorgias (CRM) preferred
- Experience using Trello or similar task management tools
- Clear, professional English communication skills