{"id":4010834,"url":"https://alion.io/job/pear-tree-customer-service-admin-au-experience-required","title":"Customer Service Admin - (AU Experience Required)","company":{"id":709562,"name":"Pear Tree","domain":"pear-tree.com","url":"https://alion.io/company/pear-tree","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":70,"open_postings":306,"ghost_share":0.5,"stale_share":0,"repost_share":0.003,"time_to_fill_p50_days":26,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"AEST","utc_offset_min":10,"utc_offset_max":10},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Monday.com","optional":false},{"name":"PHP","optional":false},{"name":"Shopify","optional":false}],"status":"live","first_seen_at":"2026-11-10T10:03:18Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-10T10:03:18Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Position : Customer Service Admin \nSalary : PHP 50,000- 65,000\nWorking Hours : Brisbane Business Hours\nWork Type : Remote- Independent Contractor\nRequirements\nThis is a full-time, remote role supporting Australian customers via phone and email. Working closely with the Senior Customer Service Lead-who will provide direct training and daily guidance-the primary focus is precision: strictly following established processes and ensuring every customer receives accurate information.\nResponsibilities\nAnswer incoming customer calls during peak times when the Australian team is busy. \nRespond to customer emails and support tickets within the help desk. \nProvide order updates, tracking numbers, and delivery timeframes. \nCalmly and professionally address customer complaints, escalating them as appropriate. \nManage out-of-stock (nil stock) orders by contacting customers, sending standard email notifications, and completing follow-ups within required timeframes. \nLog and resolve call-back requests and help desk cases. \nLook up and update customer order details, maintaining precise notes and ticket tags. \nHand over refunds, returns, warranty claims, and complex inquiries to the Senior Lead with comprehensive, clear notes. \nQualifications\nAt least 2 years of customer service experience handling both phone and email inquiries, ideally supporting Australian, US, or UK customer bases. \nExcellent written and spoken English, paired with a polite and clear phone manner. \nStrong attention to detail with the discipline to review all work before sending. \nAbility to follow defined operational procedures precisely and ask questions when unsure. \nAbility to draft original customer responses in your own voice rather than relying heavily on automated or AI generation tools. \nProficiency with Microsoft Office tools, including Word, Excel, and Teams. \nDedicated, quiet home workspace equipped with a stable main internet connection and an operational backup connection. \nPreferred\nHands-on experience with help desk, communication, and management tools (Shopify, Gorgias, Aircall, or Monday.com). \nBackground working in a call centre or as a virtual assistant. \nPrior e-commerce or retail experience, particularly within the automotive or motorcycle industries. \nFamiliarity with tracking consignments via Australia Post. \nExperience managing high-volume retail periods such as Black Friday and Boxing Day sales. \nPersonal interest in motorcycles or riding gear. \nWhat You’ll Bring\nA methodical, process-driven approach that prioritizes consistency and exact execution over improvisation. \nReliable work ethic and prompt attendance during Australian business hours (8:30 AM to 5:30 PM Brisbane time / AEST). \nProfessional composure when resolving customer concerns. \nClear and transparent communication with team members and leadership.","description_format":"text","description_chars":2839,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All 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