Senior Customer Service & Operations Coordinator
At Virtual Staff 365 · Philippines
- Customer support
- Full-time
- Senior
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Where you can work from
Open to the Philippines
“Philippines”
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- Posted
- 15 October 2026
- First seen by us
- 16 October 2026
- Last checked
- 9 hours ago
Job description
From Virtual Staff 365’s job post, as they wrote it.
Our client is an Australian family-owned retailer specialising in unique home furnishings, architectural hardware, and period-authentic renovation fixtures. They provide high-quality products and bespoke solutions to residential and commercial customers across the country.
They are now seeking to hire a Senior Customer Service & Operations Coordinator to act as the second-in-charge to the Customer Service Manager and drive operational excellence. This role is essential for leading complex issue resolution, guiding the support team, and maintaining high service standards to ensure a seamless customer experience.
Read the full description
Job Responsibilities
Operational Leadership and Support
* 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
Customer Service and 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
Process Improvement and System Management
* 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
Stakeholder Collaboration
* 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
Nice-to-Have 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)
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