Customer Interactions Administrator

Job not on LinkedIn

🔥 1 minute ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

BikesOnline USA

WebsiteLinkedInAll Job Openings

51 - 200 employees

Online specialty retailer of bicycles, parts and accessories.

📋 Description

• The Customer Interactions Administrator provides high-volume administrative and transactional support to the Customer Interactions Manager (AU) and Customer Interactions Team Leader (AU), handling routine order, returns, and exception processing. • This offshore role allows the AU-based leadership team to focus on escalations, coaching, and continuous improvement, while ensuring day-to-day transactional work is processed accurately and on time. • The role works to clearly documented Standard Operating Procedures (SOPs), using sound judgement to identify when a matter needs to be escalated rather than actioned directly. • Process standard Shopify returns, ensuring accurate categorisation and correct refund/credit issuance. • Process routine warehouse-initiated returns in line with SOPs. • Process customer exchange requests following the documented exchange SOP. • Manage missing item claims through to resolution as routine exception admin. • Investigate NoBin discrepancies (stock recorded without a warehouse location), determining root cause and next steps. • Provide administrative and reconciliation support for periodic stock takes and inventory counts. • Collaborate directly with IWS on orders that cannot be fulfilled due to stock discrepancies or issues to determine the proper resolution path. • Manage the administrative clean-up and triage process for missed calls and AI-generated phone tickets within Freshdesk. • Escalate complex, ambiguous, unusual, high-value, warranty-related, or outside-the-process matters to the Customer Interactions Team Leader rather than actioning directly. • Maintain accurate, complete records to support the Customer Interactions Manager and Team Leader in trend and volume reporting.

🎯 Requirements

• Experience in a high-volume administrative, back-office, or transactional processing role, ideally within an eCommerce or retail environment. • Experience using CRM, ticketing or eCommerce platforms (such as Freshdesk or Shopify) is highly regarded, although full training will be provided. • Exposure to order management, inventory systems or stock control processes is an advantage. • Experience working remotely as part of an offshore team supporting an Australian business is highly regarded. • Exceptional attention to detail and accuracy when processing high volumes of work. • The ability to follow documented processes and Standard Operating Procedures (SOPs) while knowing when to escalate matters appropriately. • Strong analytical and problem-solving skills, with the ability to investigate discrepancies and identify the correct course of action. • Excellent organisational and time management skills, with the ability to manage multiple priorities and meet deadlines. • Strong written English communication skills for internal documentation and team collaboration. • The ability to work independently in a remote environment while collaborating effectively with an Australian-based team. • A proactive mindset with a willingness to embrace new systems, processes and continuous improvement.

🏖️ Benefits

• Work remotely from anywhere in the Philippines • Join a supportive and collaborative international team • Ongoing training and development • Opportunities to grow within a rapidly expanding global business • Be part of a company that genuinely values continuous improvement and innovation