Customer Service Support Officer  

Primary Purpose:

The Customer Service Officer will assist customers and colleagues at Support Office or in store by undertaking a variety of tasks integral to establishing and maintaining happy, satisfied customers who are confident and comfortable with our level of service and care. We pride ourselves on our product knowledge and passion for cooking and we promise that will deliver unparalleled customer service.

The Customer Service Officer will assist with additional customer service related tasks relating to the Marketplaces as required (including but not limited to eBay, Catch, My Deal, Amazon and Kogan).

The Customer Service Officer will also work with the Customer Service Support Officer based in Australia to ensure administration and data entry based tasks are completed in a timely manner and to assist with any enquiries the Customer Service Support Officer may have relating to their designated tasks.

During training, the Customer Service Officer will work Monday to Friday. Once training is complete, the Customer Service Officer may be required to alternate shifts including some weekends and public holidays.

Duties and Responsibilities:

Customer Interaction:

• Engage with customers via phone, email, and live chat, providing friendly and efficient support.
• Process customer orders and manage returns efficiently.

Product and Order Support:

• Collaborate with internal teams and suppliers to resolve product-related queries and assist customers.
• Coordinate with our stores to address customer orders and inquiries.

Team Collaboration:

• Collaborate effectively within your team, spread across various remote locations, to achieve collective tasks.

Order Monitoring and Resolution:

• Monitor orders, provide progress updates, and take appropriate actions.
• Manage customer returns, including investigation, processing, and resolution of returns, exchanges, warranties, and faulty goods.

Logistics and Communication:

• Collaborate with dispatch locations to facilitate customer orders.
• Liaise with Australia Post regarding delayed or missing parcels.

Complaint Handling:

• Handle first-level customer complaints and escalate only as necessary.
• Internal Communication:
• Maintain strong communication within the customer service team.

Exceptional Customer Service:

• Deliver outstanding customer service through written and verbal communication.
• Juggle tasks across multiple channels to ensure timely completion.

Procedural Adherence:

• Follow procedures, guidelines, and policies accurately to complete assigned tasks.
• Perform data entry through various platforms.
  
  Additional Tasks:
• Work hours and days based on business requirements.
• Assisting with other additional tasks as required by other departments at Support Office

• At least 1 year of work experience in customer support in any industry
• Excellent grammar, spelling and written communication skills
• Experience working under an Australian account is a bonus
• With inbound call, email and chat experience
• Must possess customer service-oriented skills
• Passionate about communication and interacting with people
• Flexible and able to work in a fast-paced, team-oriented environment
• Able to multitask and take responsibility in challenging situations
• A critical thinker with good analytical skills and attention to detail
• Upbeat, positive, kind, and empathetic personality
• Proficiency in using various computer platforms to complete tasks.
• Outstanding time management and attention to detail.
• Team player with a sense of ownership.
• Familiarity with maintaining databases (Google or Microsoft Suites) is a plus.
• Work fully on site office in Ortigas Pasig City