Customer Support Officer (Retail Experience) - Work from Home / Dayshift at Twoconnect

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

12 Mar, 26

Salary

0.0

Posted On

12 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Order Processing, Problem Solving, Attention To Detail, Written Communication, E-commerce, Logistics, Live Chat Support, Ticketing Support, International Shipping, Returns Management, SLA Compliance, Account Management, Product Knowledge, Empathy, Flexibility

Industry

Outsourcing and Offshoring Consulting

Description

Handle a high volume of customer interactions via live chat and email. Respond to product and usage questions (seasonal transitions, TOG recommendations, sizing and fit advice, product care, storage, travel, etc.). Resolve comfort-fit issues and general non-safety-related satisfaction queries. Accurately process and review all orders prior to consignment to prevent errors. Identify and correct issues (quantities, product type, address, payment mismatches) before dispatch. Liaise with warehouse and logistics teams to ensure error-free fulfillment. Provide order status updates, tracking details, and delivery timeframes. Assist with international shipping enquiries, address changes, and coordinate with freight providers (e.g., AUS Post) for lost or delayed deliveries. Manage size exchanges, returns authorizations, refunds, and related updates. Address and resolve product satisfaction issues efficiently. Assist customers with account login issues, payment queries, and subscription management. Manage gift card enquiries and application to orders. Manage wholesale and EDI order enquiries, ensuring SLA compliance. Resolve order discrepancies, shipping issues, and credit claims within agreed timeframes. Support UK and USA customers, including coverage for time zones requiring 7–8 PM availability. Participate in rotational weekend coverage for urgent enquiries. Identify complex issues and escalate to senior team members or relevant departments. · Ensure escalated concerns are resolved fully and followed through. · Other role specific duties as they arise. Minimum of 2 years’ experience in a customer service or order processing role, preferably in e-commerce or logistics. Experience supporting international customers (UK/USA) highly regarded. Familiarity with product-based enquiry handling (sizing, usage, returns, shipping). Exceptional written communication skills for live chat and email correspondence. Strong attention to detail to prevent incorrect order fulfilment. Ability to work effectively in a fast-paced, high-volume support environment. Solid problem-solving skills, especially for discrepancies and claims. Knowledge of order management systems, freight logistics, and EDI processes. Proficiency with live chat and ticketing support tools. Customer-first mindset with professionalism and empathy in every interaction. Flexible and adaptable, with availability to work evenings and weekends on a rotational basis. High accuracy in order capture before consignment (low error rate). Strong first-response and resolution times. SLA compliance for B2B/EDI orders and credit claims. Positive customer satisfaction scores and feedback ratings. Reduction in return rates caused by order errors NOTE: Recruitment for this role is expected to begin in early January. While we may review applications beforehand, most interviews will take place in the New Year. Why Join Twoconnect? We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity: Work from home Monday to Friday 12:00 PM - 9:00 PM AEST/ AEDT | 10:00 AM – 7:00 PM PHT or 9:00 AM – 6:00 PM PHT (adjustments will be made for daylight saving time) HMO with 1 free dependent and medical reimbursements Government-mandated benefits Work from home allowances Opportunities to work with leading companies in Australia and beyond Training programmes for career development Engaging company outings, team activities and wellness sessions Supportive, inclusive culture Dedicated managers focused on your growth and success Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities. We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable. Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee. Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team. 🔗 Learn more about us through our official pages: Website: https://twoconnect.com.au/ Careers: https://apply.workable.com/twoconnect-careers/ LinkedIn: https://linkedin.com/company/twoconnectau Facebook: https://www.facebook.com/2woconnect/ Instagram: https://www.instagram.com/twoconnect_/

Responsibilities

The Customer Support Officer will handle a high volume of customer interactions via live chat and email, addressing product inquiries and resolving satisfaction issues. They will also manage order processing, liaise with logistics teams, and assist with returns and exchanges.