Customer Solutions Specialist

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🕒 June 24

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VirtualStaff365

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

🤝 B2B

☁️ SaaS

👥 HR Tech

B2B • SaaS • HR Tech

VirtualStaff365 is a Melbourne-based company specializing in virtual staff outsourcing solutions. They help Australian businesses save time and reduce staffing costs by providing professional and cost-effective offshore staffing solutions from the Philippines and South Africa. VirtualStaff365 offers a wide range of virtual assistant services, including customer service, data entry, graphic design, web and software development, and more. Their solutions enable businesses to increase operational efficiency and scale quickly while offering a no-risk guarantee.

📋 Description

• Process new customer orders received via email, phone, dropshipping, and EDI channels • Manage end-to-end order-to-cash tasks, including processing, warehouse requests, transport requests, and invoice or credit issues • Assist with back orders and hold orders • Perform system order updates, amendments, and non-automated operational system steps • Handle booking administration, delivery window coordination, and delivery pre-booking • Manage MS365 email and the Zendesk Suite • Respond to customer and consumer enquiries through Zendesk, email, voice messaging, live chat, and social media • Prepare for future direct-consumer contacts through messaging apps and chat tools • Follow up on proof-of-delivery, warehouse, and carrier assistance requests • Investigate and process claims end to end • Identify, investigate, and resolve transport issues, logistics delays, and customer returns • Resolve warranty and claim enquiries within delegated authority • Communicate with internal stakeholders and external customers • Maintain workload and SLA KPIs, targeting a 24-hour email turnaround • Provide constructive feedback and participate in workflow improvement workshops

🎯 Requirements

• Proven prior experience in order management, order processing, and operations-focused environments • Demonstrated experience handling claims processing and system automation workflows • Strong hands-on experience using Zendesk or a similar customer service suite • Intermediate proficiency with Microsoft Office suite • Exposure to ERP systems such as SAP or Microsoft AX • Experience with dropship and marketplace portals • High level of English competency for communication with clients, suppliers, and internal teams • Outstanding attention to detail and relationship management capabilities • Ability to work under pressure in a fast-moving environment while maintaining a positive attitude and sense of humour • Home workspace equipped with multiple screens featuring above 2K resolution • Nice to have: experience in homewares, kitchenware, consumer goods retail, or distribution • Nice to have: familiarity with EDI orders and complex marketplace portal logic • Nice to have: experience navigating and optimizing Microsoft AX workflows

🏖️ Benefits

• Permanent work-from-home set-up • Dayshift (Australian business hours) • Full-time job • HMO • Annual leave • Christmas Bonus equivalent to 1 month's wage (pro-rata)