Customer Care Supervisor - Work From Home

📢 Company: Microsourcing

📢 Location: Libis, Quezon City

📢 Setup: Onsite only

📢 Salary: 38k to 50k (may change depending on the recruiter)

📢 Start date: Will be discussed by the recruiter

Equipment: Depende rin po sa magiging discussion ni client. Mas okay if meron na po kayong nakahanda just in case. You can negotiate this sa recruiter as well.

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Location:           Remote (Philippines)
BPO:                  MicroSourcing
Schedule:          Monday to Friday
8.30am to 5.30pm AEST
Follow Aust NSW Public Holiday calendar (not PH) ?
Full Time

About the Business

We fulfil orders on a dropship basis for leading Australian online retailers and marketplaces including Temple & Webster, Freedom Furniture, Fantastic Furniture, MyDeal, Bunnings and others. We operate strictly under a B2B model and do not sell direct to the public.

As the Customer Service Supervisor, you will report to the eCommerce Manager in Australia and play a key role in managing escalated cases, credit claims and refunds while ensuring the highest standards of customer care. You will oversee day-to-day customer service operations, assist with non-integrated order management and stock-on-hand (SOH) uploads as needed, and maintain, improve and develop SOPs.

Key Responsibilities:

• Oversee daily customer service operations across multiple platforms, ensuring timely responses and resolution of escalated cases.
• Mentor, coach, and develop customer service team members to build capability, improve performance, and maintain high-quality service standards
• Improve and develop process maps and Standard Operating Procedures (SOPs) for customer service, credit claims, refunds, and other specialist customer service processes
• Ensure CRM data is accurate and produce regular operational and performance reports for management, providing insights for continuous improvement initiatives Enhance the customer and retailer experience by ensuring smooth communication across internal systems, retail platforms, and logistics partners.
• Collaborate with Sales Operations, Buying, Online, 3PL, and Logistics teams to identify systemic issues and implement process improvements that increase efficiency, accuracy, and customer satisfaction.

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To start your application, go here: https://forms.gle/pPK1ycVi31R1A1NH7

Questions? DM lang po!!