E-Commerce Customer Service Representative

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RunRemote

WebsiteLinkedInAll Job Openings

1 - 10 employees

🎯 Recruiter

🤝 B2B

Recruitment • B2B

RunRemote is a recruitment partner that helps companies hire top-rated remote professionals from the Philippines. The firm sources, thoroughly vets, and interviews candidates to present a short list of full‑time hires who work directly for the client, promising significant cost savings (around 70%) and typically placing candidates within 3–4 weeks. RunRemote charges a one-time success fee, offers ongoing support and a 90‑day guarantee, and focuses on roles across sales & marketing, operations, finance, customer experience, HR and design.

📋 Description

• Deliver exceptional customer service via email, phone and live chat. • Manage orders, returns, refunds, shipping, and administrative updates with accuracy. • Respond to product enquiries, using fitment guides and brand resources to provide accurate recommendations. • Investigate “Where is my order?” (WISMO) queries, including follow-ups with shipping providers. • Apply goodwill gestures, such as credits, in line with customer satisfaction guidelines. • Maintain up-to-date records across systems and processes, using Salesforce Service Cloud. • Participate in daily check-ins with the second-in-command and team meetings via Slack/video call. • Collaborate with the onshore Customer Service team, escalating complex issues as needed. • Build strong customer loyalty and retention by delivering personalised, solution-focused service and ensuring customers feel valued throughout their journey. • Upsell and promote in-house brands by recommending suitable products and highlighting their value to drive repeat purchases. • Uphold the company’s casual, down-to-earth tone across all brands. • Continuously learn, adapt, and improve workflows to enhance efficiency and service quality.

🎯 Requirements

• At least 5 years of customer service experience in an online retail or e-commerce environment. • Excellent written English with the ability to adapt your communication style across different brands and customer types. • Strong experience handling customer enquiries through email and live chat. • Experience using Salesforce, Gorgias, and other CRM/ticketing platforms such as Zendesk or Intercom. • Excellent attention to detail with strong documentation and follow-up skills. • Ability to prioritize tasks, meet KPIs, and perform well under pressure. • A proactive, positive attitude with strong problem-solving skills. • A collaborative mindset and willingness to contribute to a supportive team environment. • Flexibility to work across Australian time zones, including holidays and weekends if required.

🏖️ Benefits

• Great opportunities for career growth