BPO - Customer Service & Order Support Representative (Onsite Setup)

We’re looking for a reliable, organized and tech-savvy Customer Service & Order Support Representative to join our team full-time.

Position Overview

This is a hands-on customer support and order management role, with the majority of customer communication handled through email and web chat.

You’ll be responsible for helping customers with their orders, resolving delivery and product issues, coordinating replacement parts, updating orders and customer information, and completing a variety of day-to-day administrative tasks.

There will be some phone support required, but this is not primarily a call center or phone-based position.

This is a full-time remote contract role of approximately 40 hours per week. You must be based in California to provide coverage during our required U.S. business hours.

Key Responsibilities

• Respond to customer inquiries primarily through email and web chat

• Manage individual customer orders from enquiry through to resolution

• Assist customers with order status, shipping and delivery questions, returns, exchanges and product information

• Troubleshoot customer issues and determine appropriate solutions

• Coordinate and manage replacement parts, warranty items and missing or damaged components

• Create, update and manage customer orders within Shopify

• Maintain accurate customer notes, order records and follow-up information

• Liaise with warehouses, carriers and other team members to resolve customer order and delivery issues

• Follow up on outstanding customer cases and ensure issues are brought through to resolution

• Provide occasional phone support when required

• Complete general administrative tasks, including updating documents, spreadsheets, customer records and internal systems

• Use Microsoft Office, Adobe Acrobat and other online tools to support daily operations

• Help identify recurring customer or operational issues and bring them to management’s attention

• To ideally work AEST hours

What We’re Looking For

• Minimum 3–4 years of experience in customer service, e-commerce, order management or a similar role

• Excellent written communication skills and the ability to communicate clearly and professionally with customers

• Strong organizational skills and attention to detail

• Comfortable taking ownership of individual customer issues and seeing them through to completion

• Strong computer literacy and the ability to work across multiple systems simultaneously

• Ideally experienced with Shopify, Microsoft Office, Adobe Acrobat, email/helpdesk platforms and web chat systems

• Experience with e-commerce order management, shipping, returns, warranties or replacement parts is highly desirable

• Good problem-solving skills and the ability to make sensible decisions without constant supervision

• Friendly, patient and professional approach to customer service

• Self-motivated and comfortable working independently in a remote environment

• Reliable internet connection and a quiet, professional home workspace