Customer Support & Aftersales Agent

About Shore360:

Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups.

We are looking for a Customer Support & Aftersales Agent to join our growing team in Clark!

1. Role Purpose

The Customer Support & Aftersales Agent is responsible for delivering exceptional digital support to Fienza's retail stockists and consumers. Operating exclusively via email, ticketing, and live chat channels, this role acts as a primary handler for written inquiries, order administrative support, and end-to-end processing of aftersales and return claims.

2. Key Responsibilities & Accountabilities

Written Customer Support (Email & Live Chat)

• Monitor and manage the ticketing queue, responding promptly and professionally to inbound emails and live chats.

• Provide accurate information regarding product specifications, stock availability, spare parts, pricing, and order lead times.

• Guide customers through troubleshooting basic product issues online using technical guides and specification sheets.

Aftersales & Claims Processing

• Receive, assess, and process aftersales claims, including warranty requests, damaged goods (transit and unknown damage), missing items, and return authorizations (RA).

• Review customer-submitted photos, videos, and documentation to validate warranty eligibility according to Fienza guidelines.

• Coordinate with internal teams to arrange replacement parts, warranty dispatches, or credit notes.

• Maintain clear, empathetic, and continuous communication with customers until claims are fully resolved.

Order Administration & Logistics Coordination

• Enter and process replacement orders with high accuracy in the ERP system.

• Liaise with freight partners via tickets/portal to trace shipments, request proof of delivery, and lodge transit claims for lost or damaged stock.

• Maintain accurate case records, updating customer logs and claim statuses in Zoho.

3. Key Performance Indicators (KPIs)

• First Response Time: Meet targeted response SLAs for live chat interactions and email tickets.

• Claims Resolution Efficiency: Average turn-around time for processing and closing aftersales claims.

• Data & Order Accuracy: Zero-error target on replacement order entries and warranty logs.

• Customer Satisfaction (CSAT): High satisfaction ratings from written communication and resolution quality.

4. Skills, Experience & Attributes

Required Experience & Skills

• 2+ years of experience in an offshore customer service role, with strong expertise in email ticketing systems and live chat platforms.

• Demonstrated experience handling aftersales, warranty claims, or product returns desirable.

• Exceptional written English skills with flawless grammar, spelling, and a professional yet warm tone.

• Strong typing speed and data entry accuracy.

• High proficiency with ERP systems, CRM platforms, and cloud.

Personal Attributes

• Strong Written Communicator: Ability to explain technical product details clearly and concisely in writing.

• Empathetic & Solution-Oriented: Calm and reassuring when handling frustrated customers with damaged or faulty products.

• Analytical Eye: Attentive to detail when cross-checking claim photos against technical specifications and warranty terms.

• Self-Motivated: Able to work productively and independently in a remote offshore environment while staying connected with the local AU team.

ShoreXtraPerks

• HMO Upon Hire
• Up to 15 days paid leaves per year
• Fixed Weekends Off – Enjoy a guaranteed work-life balance with Saturdays and Sundays off.
• Unlimited Barista Coffee all shift long
• Free Parking & Shuttle
• Premium Game Lounge – Relax and recharge in our dedicated on-site recreational zone

• Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.
• Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays

Work Set-Up:

• On-site- Clark, Pampanga
• Monday to Friday, 7:00 AM - 4:00 PM
• Full-time