[Hiring] Customer Service Representative @Twoconnect

Role Description

Manage and respond to customer inquiries across multiple channels (email, social media, chat), ensuring prompt, accurate, and friendly communication.

• Assist customers with order processing, tracking, cancellations, and any changes, working closely with the logistics team to resolve delivery issues.
• Handle complex cases such as lost parcels, liaising with logistics providers to trace packages, resolve disputes, and recover fees when applicable.
• Process wholesale orders and enquiries, ensuring accurate invoicing, status updates, and relationship management.
• Maintain accurate customer and wholesale account records, including order history, returns, and interactions.
• Process subscription cancellations, issue refunds, and adjust subscriptions in line with company policies.
• Maintain strong product knowledge to provide detailed information on specifications, availability, and compatibility.
• Identify opportunities to upsell or cross-sell products and services where appropriate.
• Utilise Gorgias to manage and streamline customer inquiries efficiently, suggesting workflow improvements where possible.
• Collaborate with internal teams (logistics, operations, wholesale) to ensure smooth order fulfilment and positive customer outcomes.
• Manage influencer deliveries, uploads, and reporting using Carton Cloud.
• Facilitate return-to-sender consignments and ensure efficient resolution.
• Identify opportunities to enhance service processes and overall customer experience.
• Undertake additional role-related tasks as required.

Qualifications

• Bachelor’s degree in Business, Communications, Customer Service, or a related field (or equivalent practical experience).
• 2+ years of customer service experience within an e-commerce environment; wholesale support experience highly regarded.
• Experience with Shopify (highly desirable) and Gorgias; familiarity with other e-commerce and logistics tools is a plus.
• Excellent written and verbal communication skills, with the ability to manage complex enquiries empathetically and clearly.
• Strong troubleshooting and problem-solving skills for logistics and order management.
• Highly organized, able to manage competing priorities and high volumes of enquiries effectively.
• Keen attention to detail, ensuring accuracy in order processing and customer records.
• A proactive, customer-first mindset with a commitment to delivering positive outcomes.
• Adaptability to thrive in a fast-paced, dynamic e-commerce environment, with a willingness to learn and grow.

Benefits

• Permanent work from home.
• Monday–Friday: 7:00 AM – 4:00 PM PHT (adjustments will be made for daylight saving time).
• HMO with 2 free dependents and medical reimbursements.
• Government-mandated benefits.
• Opportunities to work with leading companies in Australia and beyond.
• Training programmes for career development.
• Engaging company outings, team activities, and wellness sessions.
• Supportive, inclusive culture.
• Dedicated managers focused on your growth and success.

Company Description

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom, and Europe, providing direct access to global careers and long-term opportunities.

• We offer competitive pay and benefits, additional entitlements, and structured career development programs that make employment both financially rewarding and professionally sustainable.
• Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth, and genuine care for every employee.
• Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.