Customer Support Officer (Ecommerce, Logistics or Wholesale Exp) - WFH

• Handle a high volume of customer interactions via live chat and email.

• Respond to product and usage questions (e.g., seasonal transitions, TOG ratings, sizing, fit advice, product care, storage, and travel).
• Resolve comfort-fit and general non-safety-related satisfaction queries.
• Manage size exchanges, returns authorizations, refunds, and related updates.
• Address and resolve product satisfaction issues efficiently.
• Assist with account login issues, payment queries, and subscription management.
• Manage gift card enquiries and application to orders.
• Provide order status updates, tracking details, and delivery timeframes.
• Assist with international shipping enquiries, address changes, and coordination with freight providers (e.g., AUS Post) for lost/delayed deliveries.
• Identify complex issues and escalate to senior team members or relevant departments.
• Ensure escalated concerns are resolved fully and followed through.
• Participate in rotational weekend coverage for urgent enquiries.
• Support UK and USA customers, including coverage for time zones requiring 7–8 PM availability.

• Accurately process and review all wholesale, EDI, and B2B portal orders prior to consignment.
• Identify and correct order issues (e.g., product type, quantities, address, payment mismatches).
• Liaise with warehouse and logistics teams to ensure error-free fulfilment.
• Manage wholesale, EDI, and B2B portal order enquiries, ensuring SLA compliance.
• Resolve order discrepancies, shipping issues, and credit claims within agreed timeframes.
• Manage a small amount of size exchange and returns processing.
• Escalate complex issues to relevant departments and follow through to resolution.
• Support marketplace product uploads for select accounts.
• Contribute to seasonal range updates (e.g., Brandscope releases – split across 3).
• Assist with general account management duties.
• Other role-specific duties as they arise.

• High customer satisfaction and feedback scores.
• Low order error and return rates.
• SLA compliance for B2B/EDI orders and credit claims.
• Timely escalation and resolution of complex issues.
• Strong first-response and resolution times.

• Minimum 3 years of experience in a customer service or order processing role (e-commerce, logistics, or wholesale preferred).

• Strong understanding of both B2C and B2B service environments.

• Experience with B2B portal order processing and related systems.

• Technically savvy with the ability to quickly learn and navigate order management platforms.
• Experience supporting international customers, particularly in the UK and USA.
• Exceptional written communication skills.
• High attention to detail and accuracy in order entry and issue identification.
• Ability to manage high-volume workloads with efficiency.
• Knowledge of order management systems, freight logistics, and EDI processes.
• Familiarity with live chat and ticketing systems.
• Customer-first mindset with professionalism and empathy.
• Flexible availability for evenings and rotational weekends.

• Work from home
• Shift: Mon - Fri: 3:00 PM – 12:00 AM (AEST/AEDT) | 1:00 PM – 10:00 PM (PHT)
• Opportunities to work with leading companies in Australia and beyond
• Comprehensive HMO and government-mandated benefits
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

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