Customer Service Support Officer

Your Role

Love dessert? With over 250 stores throughout Australia and New Zealand, our client is a leading franchise business and a household name throughout Australia and New Zealand synonymous with decadent desserts, cakes and celebrating life's sweet moments.

Were seeking an experienced Customer Service Officer. In this role, youll be the first point of contact for customer enquiries across multiple channels including website, phone, social media, and online reviews. Working closely with other Customer Service Representative, you'll lead responding to Google Reviews and social media comments to managing customer feedback and enquiries. You'll ensure every interaction reflects exceptional service.

Quick Facts

• Work Setup: Onsite
• Shift: Day Shift | MonFri
• Employment Type: Full-time
• Location: Cubao, Quezon City

What You Can Look Forward To

• HMO after 30 days
• Accessible officecommute-friendly location
• Fun and exciting engagement activities (team building, monthly bash, wellness programs, and more!)
• Career coaching and mentorship
• Strong, inclusive, and collaborative company culture

  
  

Your Daily Tasks:

· Responding promptly and professionally to customer enquiries via phone, email, website, and social media

· Managing and replying to online reviews (e.g. Google Reviews) and social media comments, in line with our brand voice and tone

· Answer the Customer Service Line and answer customer queries

· Escalating complex or sensitive issues to the relevant internal teams, ensuring timely and effective resolution

· Monitoring customer feedback trends and reporting insights to support continuous service improvement

· Assisting with product feedback, customer concerns, and general service-related enquiries

· Processing refunds or transferring online orders where required

· Supporting marketing campaigns by helping deliver a consistent and positive customer experience

· Providing ad-hoc marketing support, such as issuing promotional vouchers or assisting with influencer initiatives

What Youll Be Bringing To The Table

· Previous experience in customer service, community management or a similar role (preferably in a retail, food, or franchise environment)

· Preferred experience with ticketing or customer service system

· Excellent written and verbal communication skills

· Strong interpersonal skills with a genuine passion for helping people

· Tech-savvy and comfortable working with customer service and social media platforms

· Organised, proactive, and able to manage multiple enquiries at once

· Comfortable with Microsoft Excel, Microsoft Word, social media, technology and customer interaction