Customer Service Representative - Boracay Based Office Role

Does the idea of living in Boracay and working for an established, secure Australian wellness company excite you?

Kiva Wellness is a leading provider of wellness products, including infrared saunas, ice baths, and circadian sleep pods. Our mission is to help our customers live healthier, more balanced lives. We’re looking for a dedicated and proactive individual to join our Boracay team and play a key role in delivering exceptional customer service to our growing client base.
Role Overview

We are seeking a highly organised and customer-focused Customer Service Representative with at least 3+ years of relevant experience to provide world-class support to our customers. The role involves communicating regularly with customers via phone, Gorgias, and email, ensuring a seamless and professional experience. You will work closely with our experienced Filipino team and support our warehouse team in coordinating deliveries of our products to ensure a smooth and efficient process.
Key Responsibilities
Customer Support:

Communicate with customers regularly via phone, Gorgias (live chat), and email to address inquiries and provide solutions.
Assist customers with product questions, order tracking, and troubleshooting.
Resolve customer complaints efficiently, ensuring a positive resolution and experience.
Process returns, exchanges, and refunds according to company policies.

Order and Delivery Management:

Manage and track customer orders, ensuring accurate and timely delivery.
Coordinate with the warehouse team to ensure smooth logistics and resolve any delivery issues.
Liaise with third-party couriers to manage delivery schedules and provide customers with updates.

Customer Engagement:

Build strong relationships with customers by providing personalized service.
Gather customer feedback and report insights to the management team to improve the customer experience.

Administrative Support (During Downtime):

Maintain and update customer records in the CRM system.
Support the team in creating and updating Standard Operating Procedures (SOPs).
Provide general administrative assistance to the customer service team and leadership as needed.

Qualifications

Minimum 3+ years of experience in a customer service role, preferably in eCommerce or a similar industry.
Must be able to work full-time from our Boracay office in D'Mall.
Excellent verbal and written communication skills in English.
Strong problem-solving and conflict-resolution skills.
Proficient in Microsoft Office Suite (Word, Excel) and Google Workspace (Docs, Sheets).
Experience with CRM and customer support tools like Gorgias is a plus.

Key Attributes

Proactive and self-motivated with a customer-first mindset.
Highly organized and detail-oriented.
Adaptable and flexible to shifting priorities.
Team-oriented with strong interpersonal skills.

Why Join Kiva Wellness?

Be part of a secure, dynamic, and fast-growing company in the wellness industry.
Work closely with our experienced Filipino team in a collaborative environment.
Holiday Pay, Sick Pay, Aussie Public Holidays + 13th Month all included.
Work in a supportive environment in the heart of Boracay.
Opportunities for personal and professional growth.

How to Apply

Interested candidates are invited to submit their resume and a cover letter outlining their qualifications and experience. Applications should be sent via this platform.

Please ensure you send your Resume + Cover Letter explaining why you are a great fit for this role.

Only successful applicants and those who CONFIRM their ability to work in Boracay will receive a response.

We look forward to welcoming a new member to our growing team!