Online Customer Support Specialist

Position Summary:

We are seeking a proactive, detail-oriented, and customer-focused Online Customer Support Specialist to join our growing digital team. Based in Manila, this role is the first point of contact for Nick Scali's online customers — managing enquiries, processing order-related requests, resolving concerns, and representing the brand with professionalism and care across every digital touchpoint.

This role requires someone who can follow established processes with precision, communicate clearly in writing, and take genuine ownership of customer outcomes — from first contact through to resolution.

Key Responsibilities:

Customer Communication

• Manage and respond to inbound customer enquiries across all digital channels including email, live chat, Facebook, Instagram, and other online platforms

• Monitor and respond to customer comments, direct messages, and public reviews across Google Reviews, Product Review, Trustpilot, and similar platforms

• Ensure all interactions are handled in a timely, professional, and brand-aligned manner

• Maintain consistent tone of voice and service standards across every digital touchpoint

Order Management & Queries

• Handle customer enquiries relating to online orders including order status, delivery dates, order amendments, and order cancellations

• Process order changes, cancellations, and amendments accurately in accordance with established Nick Scali procedures and approval authorities

• Liaise with logistics and fulfilment teams to confirm and communicate delivery information

• Manage warranty and after-sales service enquiries, triaging and escalating to the appropriate team or process as required

• Ensure all order-related actions are correctly documented and updated in the relevant systems

Issue Resolution

• Take ownership of customer concerns from initial contact through to resolution

• Escalate complex or high-value issues to the Australian-based team promptly and with full context

• Follow all defined resolution processes accurately — errors in customer details or process steps are tracked as part of quality measurement

• Follow up on outstanding cases proactively to ensure timely closure and customer satisfaction

Systems & Administration

• Utilise CRM, ticketing, and support systems to log, track, monitor, and resolve all customer queries

• Maintain accurate and complete records of all customer interactions and actions taken

• Ensure no customer tickets are missed across any active channel

Sales Support & Brand

• Identify and support sales conversion opportunities through consultative, service-led engagement during customer enquiries

• Assist customers through the online purchase journey via live chat and email

• Contribute to maintaining a positive online brand presence through high-quality, responsive engagement

• Assist with ad-hoc digital marketing and online activities as directed

Requirements & Skills:

Essential

• Excellent written English communication skills — clear, accurate, and professional

• Strong customer service orientation with demonstrated problem-solving ability

• Proven ability to follow defined processes consistently and accurately

• Experience in online customer support, social media management, or a similar digital-facing role

• Ability to manage multiple digital communication channels simultaneously without missing tickets

• Strong attention to detail — accuracy in recording customer information and actioning requests is critical

• Collaborative team player able to work cross-functionally with an overseas-based team

• Comfortable working Australian business hours from Manila

Preferred

• Experience with CRM or customer support platforms (e.g. Zendesk, Freshdesk, Gorgias, or similar)

• Experience processing or managing online orders and handling order-related queries

• Experience managing and responding to public online reviews

• Familiarity with e-commerce operations and online retail processes

• Understanding of social media engagement and online customer experience best practices

• Basic knowledge of digital marketing activities