Customer Service Officer  

Kitchen Warehouse is Australia's leading kitchenware retailer, and our Manila office is the offshore hub supporting our Australian stores and online business. As a Customer Service Representative, you are the first point of contact for our customers, helping them across email, live chat and calls. You will resolve enquiries, process returns, and coordinate with suppliers, stores and our despatch team to deliver a smooth, accurate and genuinely helpful experience for every customer.

What you will do

• Assist customers with enquiries submitted through email, live chat and calls.
• Process customer returns accurately and on time.
• Communicate with suppliers regarding product queries and warranty claims.
• Communicate with stores regarding customer orders and enquiries.
• Review orders and advise customers of progress or action taken.
• Communicate with Warehouse Despatch in regard to customer orders.
• Liaise with and assist the Customer Service Support Officer.
• Liaise with Australia Post regarding delayed or missing parcels.
• Identify customer complaints and escalate to the Customer Service Team or Customer Service Manager as required.
• Follow procedures, guidelines and policies accurately to complete assigned tasks.
• Perform data entry across a number of platforms.
• Work hours and days based on the requirements of the business (for example, Sunday to Thursday between 6am and 8pm).
• Assist with other additional tasks as required.

What you will bring

• Good written and spoken English communication skills.
• Strong spelling and grammar, which is an essential attribute for this role.
• Ability to interpret and act on written instructions.
• At least 1 year of Customer Service experience, specifically in live chat and calls.
• Ability to multi-task, prioritise and manage time effectively.
• Attention to detail and strong problem-solving skills.
• Proficient computer skills and the ability to learn new systems quickly.
• A flexible, can-do attitude.
• Availability for weekend shifts.

Working arrangements

This is an office-based role at our Manila office in Pasig, Metro Manila. Rostered hours are scheduled to meet the needs of the Australian business and include weekend shifts (for example, Sunday to Thursday between 6am and 8pm).