Customer Service (Retail)

We are looking for a Customer Experience Representative/Specialist to join a growing Australian fashion retail and eCommerce business.

You will play an important role in delivering a seamless and personalised customer experience across Australia, New Zealand and other international markets. You will support customers throughout their shopping journey, from product and order enquiries through to returns, exchanges, delivery concerns and post-purchase support.

This role is ideal for someone who enjoys solving customer concerns, takes ownership of issues and works collaboratively with internal teams to deliver positive outcomes.

Key Responsibilities

• Provide professional and personalised customer support across voice, live chat, email and social media.
• Assist customers with product enquiries, orders, deliveries, returns, exchanges, refunds, payments and account-related concerns.
• Take ownership of customer enquiries from initial contact through to resolution, ensuring appropriate follow-up where required.
• Investigate customer concerns and coordinate with Operations, Warehouse, Logistics, Marketing and eCommerce teams to provide accurate resolutions.
• Process returns, exchanges, refunds and payment-related enquiries accurately and in accordance with company policies.
• Assist with shipping, fulfilment and delivery-related issues by coordinating with logistics providers and internal stakeholders.
• Identify and appropriately escalate order discrepancies, payment concerns, address validation issues and potential fraudulent activity.
• Maintain a professional, empathetic and brand-aligned approach across all customer interactions.
• Manage multiple customer conversations efficiently while maintaining service quality and accuracy.
• Accurately document customer interactions and resolutions using CRM and eCommerce platforms.
• Identify recurring customer feedback, product concerns and operational issues and share relevant insights with internal teams.
• Contribute to improvements in customer experience, processes and the overall customer journey.

Skills & Experience

• At least 2 years of customer service experience, preferably within a customer-facing environment.
• Experience supporting customers through voice, live chat and email.
• Experience managing customer enquiries from initial contact through to resolution.
• Strong understanding of order management, returns, exchanges, refunds, delivery and payment enquiries.
• Experience handling customer complaints and resolving concerns professionally.
• Strong written and verbal English communication skills.
• Excellent attention to detail and accuracy when handling customer, order and payment information.
• Strong problem-solving and critical-thinking skills.
• Ability to manage multiple priorities in a fast-paced retail or eCommerce environment.
• Strong customer-focused approach with a genuine interest in creating positive experiences.

Desirable Experience

Experience within any of the following environments will be advantageous:

• Fashion or retail
• eCommerce
• Online marketplaces
• Logistics or delivery services
• Customer experience
• Travel or hospitality

Experience supporting customers across Australia or New Zealand is advantageous.

Experience with platforms such as Shopify, Gorgias, Zendesk, Salesforce or similar CRM and eCommerce systems will be highly regarded.

Familiarity with Klaviyo, PayPal, Australia Post, DHL, UPS or similar platforms and service providers is also advantageous.

Experience with payment verification, order validation or fraud prevention processes will be considered an advantage.

What Makes You Successful

• You genuinely enjoy helping customers and creating positive experiences.
• You take ownership of customer concerns and follow issues through to resolution.
• You communicate with empathy, professionalism and confidence.
• You remain calm and solutions-focused when handling challenging situations.
• You are organised and detail-oriented when managing customer and order information.
• You work effectively with internal teams to resolve customer concerns.
• You are adaptable and comfortable working in a fast-paced eCommerce environment.
• You actively look for ways to improve customer satisfaction and internal processes.

Why Join Us?

• Join an established Australian fashion and eCommerce business.
• Work with premium fashion brands and international customers.
• Stable dayshift schedule.
• Full onsite role based in Ortigas, Pasig City.
• Opportunities for professional development and career growth.
• Work within a collaborative, customer-focused environment.
• Develop your experience in fashion retail, eCommerce and customer experience.

Pay: Php30,000.00 - Php33,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Health insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Application Question(s):

• How much is your expected salary?
• Have you handled any retail accounts in the past? If Yes, what is the account name?
• Have you handled 2–4 live chats at the same time?

Work Location: In person