Customer Care Agent - Remote AU

About Snack Proud

Snack Proud is Australia's leading healthy office snack service. We partner with businesses across ANZ to keep their office pantries stocked with delicious, locally sourced, and sustainably chosen snacks. Our team is small, close-knit, and genuinely cares about doing things well, from the products we source to the way we show up for our clients every day.

THE ROLE

We're looking for a Customer Care Agent who is as comfortable on the phone as they are in an inbox.

This is a full-time, work-from-home role for someone based in the Philippines. You'll work Monday to Friday, 6:00am to 3:00pm Sydney time, and communicate closely with our Australian team day to day.

You'll also be part of our growing Filipino team, who regularly catch up for events and group catch-ups. We want our remote team members to feel included, connected, and genuinely part of the business.

You'll be the voice and the written word of Snack Proud for our clients, suppliers, and partners, handling a mix of inbound and outbound communication across phone and email. The split between the two will vary day to day, but this is not a role where you can avoid the phone. Sometimes a call is the right move, and we need someone who makes it without hesitation.

If you're someone who communicates confidently in any channel, takes ownership of issues from start to finish, and gets genuine satisfaction from resolving things properly, we'd love to hear from you.

What You'll Do

Customer communication

• Answer inbound calls from customers, resolving queries, updating orders, communicating changes, and being a warm and professional voice they're glad to have called
• Manage inbound email enquiries, complaints, and account queries with the same care and clarity
• Make outbound calls to customers when a situation calls for it, to give a delivery update, follow up on an unresolved issue, or check in after a complaint
• Send proactive emails when something changes: delivery delays, order updates, substitutions
• Follow up on unanswered emails or unresolved tickets within the agreed timeframe
  
  

• Liaise with vendors, by phone and email, to chase product ETAs, confirm orders, and address quality concerns
• Communicate with courier partners when deliveries go wrong: locating parcels, arranging redeliveries, and keeping customers in the loop
  
  

• Process new and amended orders, cancellations, returns, and refunds
• Investigate missing or incorrect deliveries, checking tracking, contacting couriers, and updating customers throughout
• Maintain accurate customer records in the CRM, logging every interaction
  
  

• Communicate product substitutions to customers clearly and helpfully
• Update client snack menus and delivery schedules as preferences evolve
• Follow up with new clients after their first delivery to make sure everything landed well
• Coordinate with Pantry Managers when a client issue needs on-site attention
  
  

• Outstanding spoken and written English, you communicate with clarity, warmth, and professionalism in every channel, every time
• Genuine comfort on the phone, this is not a role for someone who avoids calls or defaults to email when a conversation would be faster and more effective; you pick up the phone when it's the right move, and you do it confidently
• Calm under pressure, when a customer is frustrated, you listen without defensiveness, acknowledge their experience, and move into problem-solving mode
• Strong follow-through, you don't leave queries half-answered or tickets open longer than necessary
• Organised and self-managing, you can prioritise a busy inbox and call queue without needing to be directed
• A genuine care for people, you get real satisfaction from actually solving someone's problem, not just closing a ticket
• Reliable internet and a quiet place to work from home
  
  

• Experience in a B2B or account-based customer service role
• Familiarity with CRM platforms, such as HubSpot, Salesforce, or similar
• Background in food, FMCG, hospitality, or logistics
• Comfortable using Google Workspace, including Docs, Sheets, and Drive
  
  

• A full-time work-from-home role with a supportive, collaborative team that values doing things properly
• Monday to Friday hours, 6:00am to 3:00pm Sydney time
• The equipment you need to do the role well
• A company that genuinely cares about our products, our clients, and the people who work here
• Close day-to-day communication with our Australian team
• Inclusion in our growing Filipino team, with regular events and group catch-ups
• Real responsibility from day one, you won't be reading from a script
• Room to grow as the business scales across ANZ
• A highly competitive salary, based on your experience and ability