E-Commerce Customer Service Representative

📝 E-Commerce Customer Service Representative, are you there?

Hey there! We're looking for a Customer Service Representative for an E-commerce business that's passionate about delivering exceptional customer experiences across multiple online stores. If you have strong exposure of online retail customer service experience, excellent written communication skills, and experience using CRM platforms like Salesforce, Gorgias, Zendesk, or Intercom, keep reading!

🌎 100% Remote

💵 Salary in AU$ 2,300 -AU$ 2,500/month

📍Philippines - Reporting to AU Timezone

Work hours: 12:00AM - 9:00AM / 3:00PM - 12:00AM Gold Coast Time

Training Schedule: 9:00AM - 6:00PM Gold Coast Time

🕒 Full Time

About Our Client 🤓

Our client is a fast-paced, fun, and people-focused team who love pushing boundaries in e-commerce. Guided by their core values – Be a Good Human, Foot Forward First, Kaizen (Continuous Improvement), Embrace Growth & Change, and Communicate with Equality & Empathy – they’re not your typical crew. Their mission is to build value, grow together, and deliver service beyond expectations.

The Customer Service team supports multiple brands, which means plenty of variety, different customer bases, and heaps of opportunities to bring your own skills and interests into play.

About RunRemote 🙋🏻

Our mission is to help connect the top-rated remote talent with the world's best job opportunities. Our key markets and clients are located in the US, AUS, UK & Canada just to name a few. All of our roles are full-time and 100% remote, cutting out the daily commute, and providing top-rated talent with the best job opportunities, all from the comfort of their home.

In your day-to-day, you will 👇🏼

• Deliver exceptional customer service via email, phone and live chat.
• Manage orders, returns, refunds, shipping, and administrative updates with accuracy.
• Respond to product enquiries, using fitment guides and brand resources to provide accurate recommendations.
• Investigate “Where is my order?” (WISMO) queries, including follow-ups with shipping providers.
• Apply goodwill gestures, such as credits, in line with customer satisfaction guidelines.
• Maintain up-to-date records across systems and processes, using Salesforce Service Cloud.
• Participate in daily check-ins with the second-in-command and team meetings via Slack/video call.
• Collaborate with the onshore Customer Service team, escalating complex issues as needed.
• Build strong customer loyalty and retention by delivering personalised, solution-focused service and ensuring customers feel valued throughout their journey.
• Upsell and promote in-house brands by recommending suitable products and highlighting their value to drive repeat purchases.
• Uphold the company’s casual, down-to-earth tone across all brands.
• Continuously learn, adapt, and improve workflows to enhance efficiency and service quality.
  
  

• At least 5 years of customer service experience in an online retail or e-commerce environment.
• Excellent written English with the ability to adapt your communication style across different brands and customer types.
• Strong experience handling customer enquiries through email and live chat.
• Experience using Salesforce, Gorgias, and other CRM/ticketing platforms such as Zendesk or Intercom.
• Excellent attention to detail with strong documentation and follow-up skills.
• Ability to prioritize tasks, meet KPIs, and perform well under pressure.
• A proactive, positive attitude with strong problem-solving skills.
• A collaborative mindset and willingness to contribute to a supportive team environment.
• Flexibility to work across Australian time zones, including holidays and weekends if required.
  
  

• Experience supporting multiple e-commerce brands or online stores.
• Strong upselling skills while maintaining a customer-first approach.
• A passion for continuous improvement and process optimization.