Customer Service Associate (Back-Office - Fixed-Term)

At Symbos, we create connected experiences that combine empathy, technology and operational excellence. We are an Australian-led organisation with global capability, bringing together talented people who want to do meaningful work, grow their careers and make a positive impact for customers and clients.

About the Client

You will support an established New Zealand-based online retailer offering products across a wide range of categories. The customer support team helps customers throughout their online shopping journey, with a focus on timely, accurate and helpful service across written channels.

The Opportunity

We are looking for Customer Support Associates to join a non-voice retail support account on a four-month fixed-term contract. You will respond to customer enquiries through chat and email, complete back-office processing and manage order or account-related concerns with accuracy, care and a strong service mindset. This is an onsite role in Ortigas, working from 4:00 AM to 1:00 PM with two consecutive weekday rest days.

What Sets This Role Apart

• Non-voice customer support through chat, email and back-office processing
• Structured processes, training and support from a collaborative team
• Opportunity to build retail and e-commerce customer operations experience
• Four-month fixed-term contract based onsite in Ortigas

Key Responsibilities

• Respond to customer enquiries through chat and email in a professional, accurate and customer-focused manner
• Assist with order updates, delivery enquiries, account concerns, returns, exchanges and other retail-related requests
• Complete data updates, order processing and case documentation accurately and efficiently
• Maintain clear and complete records of customer interactions across relevant systems
• Monitor assigned cases and complete follow-up within agreed turnaround times
• Escalate complex, sensitive or unresolved concerns to the appropriate team
• Follow retail processes, policies, security requirements and service standards
• Meet agreed expectations for quality, accuracy, productivity and turnaround time

What We’re Looking For

• Senior High School graduate or equivalent qualification
• Between 6 and 12 months of BPO experience is highly preferred, particularly in back-office processing, chat or email support
• Strong written English communication skills with the ability to provide clear, professional and empathetic responses
• High attention to detail with strong organisational, time management and problem-solving skills
• Comfortable working across multiple systems and managing competing tasks
• Customer-first mindset with the ability to work independently and as part of a team
• Available to work onsite in Ortigas from 4:00 AM to 1:00 PM, with two consecutive weekday rest days

Nice to Have

• Experience supporting retail, e-commerce or online marketplace customers
• Experience using CRM, ticketing or web-based customer service platforms

Who This Role Suits

This role suits someone who communicates confidently in writing, enjoys solving customer concerns and takes pride in accurate work. You will be comfortable managing several tasks and systems while working independently and contributing to a supportive team environment.

Application Process

The first step is an online assessment, which will help us evaluate the written communication, accuracy and customer service capabilities relevant to the role. Shortlisted candidates will then progress through the next stages of the recruitment process.