Customer Service Representative – Hybrid (AU Retail)

About the role

The Online Customer Service Coordinator ensures a positive online experience for customers, resolves issues within defined timeframes, and builds loyal brand advocates. This position blends onsite and remote work to support AU retail operations.

Key responsibilities

• Handle inbound customer and store enquiries via phone and email.
• Manage multiple service portals and coordinate order processing.
• Assist the Marketing team with social‑media enquiries on Facebook and Twitter.
• Process cancellations, refunds, replacements and return‑to‑sender requests.
• Perform administrative tasks such as Outlook management, shipment notifications, MP3 and Beta Code emails.
• Coordinate with Return Authorities and Solvup for returns handling.

Required profile

• Passion for delivering excellent customer service.
• Strong written and verbal communication skills.
• Ability to work both independently and as part of a team.
• Minimum 12 months experience in a call‑centre environment.
• Familiarity with Microsoft products and relevant legal frameworks (PCI DSS, privacy, ACL).

Required skills

• Microsoft Office proficiency
• PCI DSS knowledge
• Privacy compliance understanding
• ACL (Access Control List) familiarity

What we offer

• Hybrid work arrangement: 2 days onsite, 3 days remote.
• Medical, dental and life insurance from day 1.
• Paid vacation, sick leave with quarterly conversion, and 13th‑month pay.
• Competitive salary package with annual appraisal.
• Financial assistance program and mandatory government benefits.
• Complimentary sleeping quarters, coffee, and wellness facilities.
• Regular company events and clear career growth pathways.
• Accessible location in Metro Manila (Mega Tower, EDSA).