Customer Support Admin, Email, Systems

• Pick up phone-team follow-ups within 30 minutes, including quotes and freight quotes, returns and return labels, order changes, recap emails and installation guides
• Chase carriers including StarTrack, Toll, Australia Post and other freight providers
• Request custom stickers, signs and other items required to fulfil customer requests
• Investigate delivery issues and wrong-goods problems using carrier records, proof of delivery and warehouse information
• Document findings clearly and complete the appropriate follow-up
• Manage email tickets covering dispatch and tracking, returns and credits, payments and web orders
• Keep tasks moving and close the loop on customer and internal requests
• Review and complete AI-drafted work, correcting errors and checking accuracy
• Make supplier and carrier calls when required to resolve issues
• Collaborate with the phone team, warehouse and freight partners

• Philippines-based candidate
• Fast and accurate administration and data-entry skills
• Clear, professional written English
• Strong attention to detail
• Comfortable working with ticketing systems, ERP/business systems and AI tools
• Able to manage a high volume of requests without losing accuracy
• Proactive and organised, with a strong habit of following tasks through to completion
• Comfortable working independently in a remote environment
• Reliable availability during the agreed Australian business-hours working window
• Experience with Zendesk (nice to have)
• Experience with Microsoft Dynamics 365 Business Central (nice to have)
• Logistics, freight or warehouse experience (nice to have)
• Experience working with building, plumbing or related trade products (nice to have)
• Provide an example of a process made faster, simpler or more efficient in a previous role
• Provide an example of an AI tool used at work and explain its day-to-day workflow use
• Disclose any existing ongoing roles or client work
• Reflect this engagement on LinkedIn, clearly marked as “Independent Contractor”

• 100% remote work from home
• Flexible time management as an independent contractor, while aligning with Australian business hours
• Independent Contractor Agreement