Customer Service Admin, AU Experience Required

About the Role

Pear Tree is hiring a remote Customer Service Administrator to support its Australian client base. This role serves as a primary point of contact for inquiries via phone, email, and help desk channels. Reporting to the Senior Customer Service Lead, the successful candidate will manage administrative tasks, ensure accurate order processing, and handle customer interactions with professionalism. The role requires commitment to working Australian business hours (8:30 AM – 5:30 PM Brisbane time) and the ability to operate effectively within a structured, process-oriented environment.

Requirements

• The ideal candidate will have at least two years of customer service experience, ideally supporting customers based in Australia, the US, or the UK.
• You must possess excellent written and spoken English with a polite phone manner and the ability to draft original responses rather than relying on automated tools.
• A strong attention to detail is essential, as is a disciplined approach to following operational procedures.
• Proficiency in Microsoft Office tools such as Word, Excel, and Teams is required.
• You should also have a dedicated, quiet home workspace equipped with a stable internet connection and a reliable backup.
• Experience with help desk software, such as Shopify, Gorgias, Aircall, or Monday.com, is highly preferred, as is a background in call centers, virtual assistance, or retail/e-commerce sectors.

Responsibilities

• You will be responsible for answering incoming customer calls during peak times and managing email and help desk inquiries.
• Your daily tasks include providing order updates, delivery timeframes, and tracking information to customers.
• You will need to manage out-of-stock orders by contacting customers and performing necessary follow-ups, as well as logging and resolving callback requests.
• Maintaining accurate records by looking up and updating customer order details is a key component of the role.
• You will handle customer complaints professionally, escalating complex issues such as refunds, warranty claims, or returns to the Senior Lead with clear and comprehensive notes.