Senior Customer Service – Operations Coordinator

Job not on LinkedIn

🔥 18 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Act as the first point of operational support for team members and provide guidance on complex matters • Step in for the Customer Service Manager during absences to coordinate daily priorities and workload • Coach and guide the team in effective communication and consistent issue resolution • Manage complex customer complaints, delivery issues, and warranty matters directly • Respond to customer enquiries via phone, email, and digital channels during peak periods • Negotiate practical and commercially appropriate resolutions in line with company policies • Support retail administration tasks including quotes, sales orders, returns, and exchanges • Maintain and improve Gorgias macros, ticket workflows, tags, and knowledge-base content • Review recurring enquiry types and ticket data to identify efficiency and quality improvements • Partner with management to develop and implement practical workflow improvements • Ensure accurate recording of order numbers and resolution types to support reporting • Coordinate with warehouse, sales, eCommerce, suppliers, and logistics partners • Escalate material concerns and service risks to the Customer Service Manager • Maintain clear and accurate records of decisions, commitments, and order details

🎯 Requirements

• Minimum 5 years of customer service experience in retail or eCommerce • Demonstrated experience in senior support, mentoring, or team leadership • Proven ability to manage difficult conversations and complex escalations independently • Strong understanding of retail, online orders, inventory, and returns processes • Experience using a cloud phone system in a customer service environment • Excellent written and verbal English communication skills • Certification in eCommerce or Customer Service Management • Experience using NetSuite and Shopify • Strong hands-on capability with Gorgias including macros and workflows • Practical experience using AI tools like Claude to improve response quality and team efficiency

🏖️ 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)