Experienced E-Commerce Customer Service VA- Dayshift!

Join a growing Australian e-commerce company!

Oz Best Dealz / Cobra 4x4 is a growing Australian e-commerce company specialising mainly in 4x4 accessories, automotive products, camping and outdoor gear.

We are a medium-sized business that continues to grow strongly year after year, and we're now looking for an experienced Customer Service Professional to become the newest member of our small team.

This isn't a role where you're just another employee or number.

Because we operate with a relatively small team, every person plays an important part in our business. We treat our team with respect, listen to their ideas and want people who genuinely enjoy working together.

We even try to organise team gatherings once or twice a year to strengthen relationships and help everyone feel part of the company.

Who are we looking for?

We're not looking for an entry-level VA who simply answers email s.

We're looking for someone with real e-commerce customer service experience who is confident, professional, emotionally intelligent and genuinely good at solving problems.

You should be someone who can look at a customer issue, understand the situation, think critically and work towards a practical solution — not simply follow a script.

What we're looking for:

• 5+ years of customer service experience, specifically within e-commerce
• Excellent spoken and written English
• Excellent and professional phone communication skills
• Comfortable handling inbound and outbound customer calls
• Strong experience with complaints, disputes, escalations and customer resolutions
• Experience dealing with returns, refunds, warranties, damaged deliveries and order issues
• Strong critical-thinking and problem-solving skills
• Able to assess situations and find practical solutions rather than simply following scripts
• Able to remain calm and professional with difficult customers
• Strong emotional intelligence and ability to de-escalate situations
• Takes ownership of customer cases and follows them through to resolution
• Knows when to make a decision independently and when something genuinely needs to be escalated
• Able to work independently without constant supervision
• Reliable, consistent and accountable
• Highly organised and good at managing follow-ups
• Able to follow company processes and SOPs
• Able to take feedback professionally
• Easy to work with and a genuine team player
• Comfortable communicating and working with different departments
• Proven employment history, preferably showing good stability in previous positions
• Must be able to provide professional references from previous employers
• Looking for a stable, long-term position, not simply a temporary side job

Experience that will put you ahead:

These aren't all essential, but we'd love to find someone who also has experience with:

• Sales and converting customer enquiries
• Online review and reputation management
• Customer retention
• E-commerce platforms and order-management systems
• CRM/helpdesk or ticketing systems
• Improving customer-service processes and SOPs
• Basic understanding of marketing and promotions
• Previous experience working with Australian customers or businesses
• Previous team leader, supervisor or management experience
• Training or mentoring other customer service staff
• An interest in cars, 4WDs, camping, automotive products or the outdoors would be a big plus!

The type of person who will fit our team

Skills and experience are important, but personality matters to us too.

We're looking for someone who is:

• Professional and mature
• Friendly and respectful
• Sharp and switched-on
• Honest and trustworthy
• Calm under pressure
• Positive and solution-focused
• Comfortable sharing ideas
• Willing to learn
• Happy to help teammates
• Able to accept constructive feedback
• Someone who takes pride in their work

We want someone who doesn't just wait to be told what to do. If you see a better way of handling something or improving a process, we want to hear your ideas.

Working arrangement

• Remote – Philippines
• Part-time position
• Wednesday to Sunday initially
• Working days may change in the future as the business grows
• USD $8–$10 per hour, depending on experience and capability
• Reliable computer and internet connection required
• Must have a suitable environment for taking professional customer calls

Most importantly — we're looking long-term

We're not looking to fill a seat.

We're looking for someone who can become an important long-term member of Oz Best Dealz / Cobra 4x4.

As we continue to grow, there will be opportunities for the right person to take on greater responsibility. Previous team-lead experience is a big advantage, and the right person could potentially grow into a more senior role within our customer service team.

If you're highly experienced in e-commerce customer service, enjoy solving problems, communicate confidently and want to join a growing Australian company where your contribution actually matters, we'd love to hear from you.

When applying, please tell us about your e-commerce customer service experience, the types of customer resolutions you've handled, and why you're looking for a long-term role.