Customer Experience Representative

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.

Roles and Responsibilities:

Order Processing & Operations

• Manage order processing and maintenance in Salesforce and Oracle
• Monitor and update open orders, RMA/CRB tracking, and status notes
• Ensure accuracy and completeness of order data and system records

Payments & Accounts Support

• Support payment processing, including credit cards, prepayments, and verification
• Assist with accounts receivable-related tasks and transaction validation
• Ensure proper documentation and compliance in payment handling

Reporting & Data Analysis

• Extract and analyze data from Power BI dashboards
• Perform advanced Excel tasks including reporting, tracking, pivot tables, and VLOOKUPs
• Track and report on KPIs and operational performance metrics

Customer Experience Support (Backend)

• Provide backend support for customer service operations (non-voice)
• Ensure timely and accurate handling of customer-related requests
• Maintain high standards of customer focus and service quality

Process Improvement & Documentation

• Assist in creating and maintaining SOP documentation
• Support development of process videos and training materials
• Identify opportunities to improve workflows and system efficiency

Required Experience:

• At least 2–4 years of experience in order processing, accounts receivable, logistics, or similar operations roles
• Experience working with CRM/ERP systems (Salesforce, Oracle, or similar)
• Proven experience in data analysis and reporting
• Experience in backend customer support or operations support roles

Minimum Qualifications:

• Relevant experience in Business Administration, Finance, or Operations
• Strong understanding of order processing and transaction workflows
• Excellent written communication and business professionalism

A Successful Candidate Must Have:

• Exceptional attention to detail and accuracy
• Strong critical thinking and problem-solving skills
• Ability to be proactive and self-driven, not reactive
• Strong ability to manage multiple tasks and priorities
• High level of customer focus and accountability

Proficient With:

• Salesforce and/or Oracle systems
• Microsoft Excel (advanced level: pivot tables, VLOOKUP, reporting)
• Power BI dashboards and data analysis tools
• Payment processing systems and workflows

Experience Advantage:

• Experience in accounts receivable or payment processing environments
• Background in logistics or order management operations
• Exposure to KPI tracking and performance reporting
• Experience in SOP creation and process documentation

Shore Xtra Perks:

• Day 1 HMO Coverage
• Attendance Bonus – Get a chance to earn up to ₱5,000 every pay run for consistent, perfect attendance.
• 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
• Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club
• Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards
• 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