Ecommerce ✦ Customer service ✦ Dedicated
Ecommerce
customer service
Tickets answered inside your service level, returns processed to your policy, order problems chased with the courier and reviews responded to — so support stops being the thing you do at night.
Looking for this kind of work yourself? Apply at staffingsolutions.ph — this page is written for businesses hiring.
$14/hrFrom, + GST · full-time
Up to 70%Vs. a local hire
First responseInside your SLA
~2 wksBrief → first day
Support debt compounds
An unanswered ticket does not stay one ticket. It becomes a follow-up, then a review, then a chargeback, then a customer who does not come back. Support is the one function where being slow actively creates more work.
Most stores under a certain size handle support in the gaps, which means slow first response and inconsistent answers.
A dedicated agent answers everything inside a service level you set, to a macro library that keeps answers consistent. Time zone helps here rather than hurting: overnight coverage for an Australian store is a genuine advantage.
What they handle
- Ticket handling — Email, chat and social messages answered inside your service level, to your macro library and tone.
- Order enquiries — Where-is-my-order chased with the courier and answered with facts rather than an apology.
- Returns and exchanges — Processed to your policy, labels issued, refunds prepared for your approval, and the reason captured.
- Chargeback and dispute evidence — Documentation assembled and submitted within the window — money most stores simply forfeit.
- Review responses — Every review responded to, and negative reviews routed to resolution rather than argued with publicly.
- Macro library upkeep — Your answer library kept current so the same question is answered the same way.
- Support reporting — Volume, first response time, top reasons and return causes — weekly, because support data is product data.
What stays with you
Answering to policy travels. Changing policy, and money out the door beyond your thresholds, does not.
- Policy changesThey apply your returns and goodwill policy. Changing it is yours.
- Refunds above thresholdSet a value threshold; above it, refunds come to you for approval.
- Legal and safety complaintsProduct safety, injury or legal threats are escalated immediately, never handled.
- Public brand statementsAnything beyond routine review response goes to you.
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Questions
Frequently asked
Can they cover our overnight hours?
Yes, and this is one of the few places where the time difference is a straightforward advantage — Manila covers your evening and early morning, which is exactly when Australian consumers shop and complain.
Will customers know it is offshore support?
They will know it is fast, consistent and correct, which is what actually drives satisfaction. Use your own branded helpdesk and a named agent, and it reads as your team, because it is.
How do we keep answers consistent?
The macro library is the whole answer. Invest a day in it up front, have them add to it as new questions arise, and review it monthly. Consistency comes from the library, not from the person.
How much does it cost?
From $14/hr + GST full-time — up to 70% less than a local hire, with no placement fee. Run your numbers →
Full-time, part-time or fewer hours?
Forty hours a week is our standard engagement and twenty is common. Below that we look at fifteen, ten or even five hours to get a role started, priced accordingly — a smaller engagement costs a little more per hour because the recruiting and management effort is the same. Plenty of clients begin at ten hours and grow the role once they see what comes off their desk.
Is there a minimum term?
Three months, then month to month. It's the same runway you'd give a new local hire to learn your systems, your clients and your standards — and the team members who get a fair run are the ones who stay for years. There are no exit penalties at any point, and if the issue is the person rather than the role, the first-week refund and free replacement cover that separately.
How do you handle confidentiality?
The same way you'd treat any remote team member. Every placement signs an NDA and a confidentiality clause before day one, and they work inside your systems — your email, your CRM, your file storage — so you control what they can see and can revoke access instantly. No client data is stored on our side.