Bpo - Customer Service & Order Support Representative (Onsite Setup)
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BPO - Customer Service & Order Support Representative (Onsite Setup)
Company : Unity Communications Job Type : Full Time Philippines
Job Description - BPO - Customer Service & Order Support Representative (Onsite Setup)
Job description
We’re looking for a reliable, organized and tech-savvyCustomer Service & Order Support Representative to join our team full-time.
This is a hands-on customer support and order management role, with the majority of customer communication handled throughemail and web chat .
You’ll be responsible for helping customers with their orders, resolving delivery and product issues, coordinating replacement parts, updating orders and customer information, and completing a variety of day-to-day administrative tasks.
There will be some phone support required, but this isnot primarily a call center or phone-based position .
This is a full-time remote contract role of approximately40 hours per week . You must be based inCalifornia to provide coverage during our required U.S. business hours.
Key Responsibilities
- Respond to customer inquiries primarily throughemail and web chat
- Manage individual customer orders from enquiry through to resolution
- Assist customers with order status, shipping and delivery questions, returns, exchanges and product information
- Troubleshoot customer issues and determine appropriate solutions
- Coordinate and managereplacement parts, warranty items and missing or damaged components
- Create, update and manage customer orders withinShopify
- Maintain accurate customer notes, order records and follow-up information
- Liaise with warehouses, carriers and other team members to resolve customer order and delivery issues
- Follow up on outstanding customer cases and ensure issues are brought through to resolution
- Provide occasional phone support when required
- Complete general administrative tasks, including updating documents, spreadsheets, customer records and internal systems
- Use Microsoft Office, Adobe Acrobat and other online tools to support daily operations
- Help identify recurring customer or operational issues and bring them to management’s attention
- To ideally work AEST hours
What We’re Looking For
- Minimum 3–4 years of experience in customer service, e-commerce, order management or a similar role
- Excellent written communication skills and the ability to communicate clearly and professionally with customers
- Strong organizational skills and attention to detail
- Comfortable taking ownership of individual customer issues and seeing them through to completion
- Strong computer literacy and the ability to work across multiple systems simultaneously
- Ideally experienced withShopify, Microsoft Office, Adobe Acrobat, email/helpdesk platforms and web chat systems
- Experience with e-commerce order management, shipping, returns, warranties or replacement parts is highly desirable
- Good problem-solving skills and the ability to make sensible decisions without constant supervision
- Friendly, patient and professional approach to customer service
- Self-motivated and comfortable working independently in a remote environment
- Reliable internet connection and a quiet, professional home workspace
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