Customer Support Officer

B2C Responsibilities:

• Handle a high volume of customer interactions via live chat and email.
  • Respond to product and usage questions (e.g., seasonal transitions, TOG ratings, sizing, fit advice, product care, storage, and travel).
  • Resolve comfort-fit and general non-safety-related satisfaction queries.
  • Manage size exchanges, returns authorizations, refunds, and related updates.
  • Address and resolve product satisfaction issues efficiently.
  • Assist with account login issues, payment queries, and subscription management.
  • Manage gift card enquiries and application to orders.
  • Provide order status updates, tracking details, and delivery timeframes.
  • Assist with international shipping enquiries, address changes, and coordination with freight providers (e.g., AUS Post) for lost/delayed deliveries.
  • Identify complex issues and escalate to senior team members or relevant departments.
  • Ensure escalated concerns are resolved fully and followed through.
  • Participate in rotational weekend coverage for urgent enquiries.
  • Support UK and USA customers, including coverage for time zones requiring 7–8 PM availability.

B2B Responsibilities:

• Accurately process and review all wholesale, EDI, and B2B portal orders prior to consignment.
• Identify and correct order issues (e.g., product type, quantities, address, payment mismatches).
• Liaise with warehouse and logistics teams to ensure error-free fulfilment.
• Manage wholesale, EDI, and B2B portal order enquiries, ensuring SLA compliance.
• Resolve order discrepancies, shipping issues, and credit claims within agreed timeframes.
• Manage a small amount of size exchange and returns processing.
• Escalate complex issues to relevant departments and follow through to resolution.
• Support marketplace product uploads for select accounts.
• Contribute to seasonal range updates (e.g., Brandscope releases – split across 3).
• Assist with general account management duties.
• Other role-specific duties as they arise.

Success Metrics:

• High customer satisfaction and feedback scores.
• Low order error and return rates.
• SLA compliance for B2B/EDI orders and credit claims.
• Timely escalation and resolution of complex issues.
• Strong first-response and resolution times.
  • Minimum 3 years of experience in a customer service or order processing role (e-commerce, logistics, or wholesale preferred).
    • Strong understanding of both B2C and B2B service environments.
      • Experience with B2B portal order processing and related systems.
        • Technically savvy with the ability to quickly learn and navigate order management platforms.
        • Experience supporting international customers, particularly in the UK and USA.
        • Exceptional written communication skills.
        • High attention to detail and accuracy in order entry and issue identification.
        • Ability to manage high-volume workloads with efficiency.
        • Knowledge of order management systems, freight logistics, and EDI processes.
        • Familiarity with live chat and ticketing systems.
        • Customer-first mindset with professionalism and empathy.
        • Flexible availability for evenings and rotational weekends.

Why Join Twoconnect?

We offer more than just a job — we offer a supportive and rewarding career experience. Here's what you can expect from this opportunity:

• Work from home
• Shift: Mon - Fri: 3:00 PM – 12:00 AM (AEST/AEDT) | 1:00 PM – 10:00 PM (PHT)
• Opportunities to work with leading companies in Australia and beyond
• Comprehensive HMO and government-mandated benefits
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

We're not your typical BPO — we're a Managed Service Provider (MSP) centered on people and their success. Most of our roles are work from home, on day shift, and offer the chance to work directly with leading clients in Australia, New Zealand, and now the UK as part of their team.

We offer a people-first culture where you're valued, not just counted.

To learn more about us visit our socials:

Website: https://twoconnect.com.au/

Careers: https://apply.workable.com/twoconnect-careers/

LinkedIn: https://linkedin.com/company/twoconnectau

Facebook: https://www.facebook.com/2woconnect/

Instagram: https://www.instagram.com/twoconnect_/