Job Description

Customer Service Specialist is responsible for delivering exceptional customer experiences across multiple channels including phone, live chat, and email, while working across various internal systems.

Salary Range: 30,000 - 40,000
Shift Time: AU Shift (06:00 AM - 02:00 PM | 07:00 AM - 03:00 PM)

Responsibilities:

• Respond to customer enquiries via phone, email, and live chat in a timely and professional manner

• Assist customers with orders, product enquiries, returns, and general support

• Troubleshoot and resolve customer concerns, including shipping and transit-related issues

• Navigate multiple systems simultaneously to access and update customer information

• Work collaboratively with internal teams to resolve escalations and improve service outcomes
  
• Maintain accurate records of customer interactions

Requirements:

• Proven experience in a customer service role (e-commerce or retail highly regarded)

• Experience handling shipping or transit-related enquiries is strongly preferred

• Excellent written and verbal communication skills

• Strong listening skills with the ability to follow direction and feedback

• Comfortable working across multiple systems in a fast-paced environment

• A team player with a positive, solutions-focused attitude

• Ability to handle both upset and happy customers with empathy and professionalism

• Demonstrates initiative, problem-solving ability, and respect for processes and chain of command
  
• Nice to Have: Experience in fashion, women's, or children's apparel and familiarity with international customers (AU/US/EU markets)

Benefits:
• HMO Coverage — Eligible employees receive HMO coverage with free 1 dependent.
• Leave Benefits — Employees receive 15 annual leave credits consisting of 10 vacation leaves and 5 sick leaves, plus other applicable leave benefits.
• Mandatory Benefits — Employees receive SSS, PhilHealth, Pag-IBIG, tax compliance where applicable, and 13th month pay.
• Additional Leave Support — Eligible employees may also avail of calamity, maternity, paternity, bereavement, solo parent, and Magna Carta leave.
• Fair Pay and Breaks — We provide overtime, holiday, night differential, and premium pay.
• Team Activities and Wellness — We encourage wellness through company participation in events like fun runs and provide access to partner discounts from selected hotels, restaurants, and more.
• Training and Travel Opportunities — Some employees may receive client training and possible overseas travel, depending on role and business need.

Our Location: Unit 1E, Philexcel Annex, Clark Freeport, Pampanga

Who we are:
Guerilla Staffing Solutions is a family-owned company with teams in Australia and the Philippines. We build long-term careers in a respectful, supportive, and inclusive workplace.