{"id":2580923,"url":"https://alion.io/job/acquire-online-customer-support-associate","title":"Online Customer Support Associate","company":{"id":4418402,"name":"Acquire Intelligence","domain":"acquire.ai","url":"https://alion.io/company/acquire-4","size_band":null,"is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":15,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":15000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1815},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Shopify","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-08T00:00:00Z","employer_posted_date":"2026-09-08","last_verified_at":"2026-10-15T16:07:23Z","board_verified":true,"closed_at":null,"days_open":37,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":37},"description":"We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!\nPosition Description\nTitle: Online Customer Support Specialist\nEmploying Entity: Directed Electronics Australia\nReporting to: Online Operations Manager\nTeam: Digital & Marketing\nTeam size: 20\nNo. of Direct reports:\n0\nKey contacts/stakeholders\nInternal:\nGM’s & Head of functions\nRetail team\neCommerce & Digital team\nIT, Finance and Admin\nTechnical Support team\nLogistics team\nExternal:\nSoftware vendors\nClients/Partners\nGet to know the team.\nOur Digital & Marketing team plays an essential role in leading all the eCommerce, marketplaces, digital marketing, web development and creative production activities at the Directed Group. This team owns the strategy and execution of the eCommerce, marketplace and digital marketing plan to drive sales for the group. It also conceptualises, creates and executes all design material to support business wide activity for all brands and divisions.\nLed by the GM - Digital & Marketing the team is mandated to create eCommerce & Marketplace sales and profit initiatives across the groups diverse online brand presence, with a specific focus on building brands digitally to maximise awareness and create positive brand reputation. It also supports key stakeholders across the Directed Group globally to drive engagement, efficiency and effectiveness by designing and project managing creative material suitable for a specific business purpose.\nRole objective and areas of focus.\nThe Online Customer Support Specialist is responsible for the daily coordination of customer service and order administration across all divisions, including Directed Electronics, Toys “R” Us and others. This includes managing inbound enquiries, refunds, returns, warranties, order processing, and data flow between Shopify, SAP and marketplace portals.\nThis role will be an integral part of the online and marketplace team, supporting the day-to-day success of marketplace operations. The role will work closely with internal teams, marketplace partners and key stakeholders to ensure customer enquiries, orders, technical issues and marketplace requirements are managed efficiently and within strict SLAs.\nThe role will focus on the following areas:\nKey responsibilities\nResponsibilities of the Online Customer Support Specialist will include, but are not limited to:\nCustomer Queries\nManage customer enquiries across websites (via Gorgias) and marketplace portals, including Amazon, eBay, Kogan, Kmart, Myer, JB Hi-Fi, Lasoo and other channels.\nRespond to and resolve enquiries relating to orders, deliveries, refunds, returns, warranties and product issues within strict SLAs.\nMonitor multiple platforms throughout the day and prioritise urgent and overdue cases.\nMaintain accurate case records and ensure timely customer follow-ups.\nOrder Management\nMonitor orders and fulfilment through Shopify and individual marketplace portals.\nInvestigate delivery, tracking, cancellation, refund and fulfilment issues.\nLiaise with Warehouse, Logistics and other teams to resolve order issues promptly.\nEnsure marketplace cases and customer issues are actioned within required timeframes.\nTechnical Support\nIdentify and escalate product defects and technical enquiries to the Tech Support team via Freshdesk tickets.\nProvide clear information and follow up on escalated tickets to ensure timely resolution.\nEscalate recurring product or quality issues to relevant teams.\nHow success is defined\nSuccess in this role will be defined by the following:\nConsistently meeting marketplace and customer service SLAs.\nFast, accurate and professional customer resolution.\nEffective management of multiple marketplaces and systems each day.\nMinimal overdue or missed cases.\nTimely escalation and resolution of technical and product issues.\nStrong collaboration with internal teams and positive customer outcomes.\nThe role in action\nA typical day\nReview and prioritise customer enquiries across Gorgias, Shipofy and marketplace portals.\nRespond to Amazon, eBay, Kogan, Kmart, Myer, JB Hi-Fi, Lasoo and other marketplace enquiries within SLA.\nResolve order, delivery, refund, return and replacement issues.\nLiaise with Warehouse, Logistics and Tech Support to resolve issues.\nRaise and follow up Freshdesk tickets for product defects and technical queries.\nMonitor SLAs, outstanding cases and escalate recurring issues.\nA typical week\nReview SLA performance, response times, resolution times and outstanding cases across marketplaces.\nIdentify recurring customer, product and delivery issues.\nFollow up on outstanding Freshdesk/Tech Support cases.\nWork with Warehouse, Logistics, Buying and Operations to resolve recurring issues.\nIdentify process gaps and recommend improvements.\nA typical month\nReview monthly marketplace and customer service performance, including SLA compliance, ticket volumes, refunds and escalations.\nAnalyse recurring product, technical and customer issues.\nIdentify opportunities to improve processes and marketplace performance.\nUpdate SOPs and customer service processes as required.\nProvide feedback to relevant teams based on customer trends and issues.\nGrowth opportunities\nGrowth opportunities for an Online Customer Support Specialist will vary based on the individuals’ strengths and interests. Career pathways can include roles such as:\nOnline Customer Support Senior Specialist\nOnline Customer Support Team Lead\nTechnical Support Specialist\nSkills, interest and experience required to succeed.\nA successful Online Customer Support Specialist will demonstrate:\nExperience.\n2+ years’ experience in a product-based Customer Service role. \nExperience working within a B2B and B2C customer support role ideally with retail channels.\nExperience investigating deliveries or orders.\nExperience handing and processing customer sales/purchase orders. \nExceptional customer handling skills via inbound and outbound emails.\nTechnical skills\nProven ability to quickly learn new marketplace portals and experience with Gorgias, Shopify and Freshdesk (or similar platforms)\nPride in accuracy, supported by a good memory. \nBehaviours\nAn outgoing personality to proactively engage with a variety of stakeholders.\nActing with urgency to complete the processing of incoming customer orders and enquiries every day. \nA problem-solving mindset to search for opportunities to improve ways of working and drive better listing performance.\nA ‘customer first’ mentality to drive value for your ‘customer’.\nMotivation and interests\nAn interest in harmony with a small, engaged team, while taking full responsibility for their area of focus.\nAn interest in learning a broad range of systems and processes.\nAn interest in collaborating with other teams.\nAn interest in championing an area of work on behalf of the team. \nJoin the A-Team and experience the A-Life!","description_format":"text","description_chars":7009,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-15T01:54:01Z"}],"visa":[],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.339,"p_room":0.28,"age_days":37,"expected_fill_days":17,"reasons":["conf:3","stale_co","win:tail","crowd:junior,brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/acquire-online-customer-support-associate","json_url":"https://alion.io/job/acquire-online-customer-support-associate.json","meta":{"generated_at":"2026-10-15T23:56:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":36117,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4418402},"rest":"https://alion.io/mcp/rest/get_company?id=4418402"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Facquire-online-customer-support-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Facquire-online-customer-support-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Facquire-online-customer-support-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/acquire-online-customer-support-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Facquire-online-customer-support-associate"}]}