Customer Experience Specialist

Are you passionate about creating great customer experiences and want to take the next step?

Thermosoft Australia might be the perfect fit for you.

At Thermosoft Australia, you’ll join a small, dynamic team where your work matters. We’re growing fast, and this is your chance to help businesses and homeowners make informed decisions as they switch to sustainable heating solutions.

Rather than just handling inquiries and processing orders, you’ll develop a deep understanding of our products and customers. You'll ensure every interaction is smooth, solutions are clear, and customers feel supported. If something doesn’t make sense, we want you to speak up—we value fresh perspectives and smart problem-solving to continuously improve the customer experience.

Oh, and we know how to have fun. Our Slack channels are full of lighthearted banter and off-topic chats because work should be enjoyable, too.

This position is fully remote, and we currently have 7 Filipino team members.

Here are some pictures from the PH visit last year held at Taal Vista Hotel in Tagaytay. (drive.google.com/drive/folders/13QFIQ3KlBDsjbQoXAm9JWGPru4uGRBxg?usp=drive_link) It was a memorable and productive event as both our Director and General Manager flew from Australia to spend time with the whole PH Team. The visit strengthened our professional and personal connections, aligned us with the company’s vision, and gave us time to enjoy the scenic beauty and warm atmosphere of Tagaytay.

Ok, now that you know what we’re about, let’s dive into the role:

Role Summary:

As the Customer Experience Specialist, you’ll play a key role in delivering seamless customer experiences. You’ll support the fulfillment, customer service, and sales teams, ensuring that inquiries are triaged, orders are processed, and customers receive the high-quality service we’re known for. Your efforts will help streamline communication across all customer-facing teams, contributing to a consistent, positive customer journey at every touchpoint.

What You’ll Do

- Primary Triage (50%):

- Handle inbound calls, emails, and inquiries with a focus on professionalism and efficiency.

- Identify the type of enquiry and provide solutions on the spot whenever possible. Example scenarios include:

- Completing a customer transaction if they are ready.

- Answering simple product or process-related questions.

- Providing clear instructions on next steps if further action is required.

- For more complex inquiries, take detailed and accurate notes to capture the customer’s needs, communicate clear next steps, and assign follow-ups to the appropriate team within set timeframes

- Fulfillment Support (50%):

- Assist the Fulfillment team by processing orders in Shopify, managing stock levels, confirming delivery details, and handling refunds or adjustments.

- Cross-train in Customer Service procedures to provide backup and consistent support across the business.

- Ensure that all tasks adhere to processes and quality standards, delivering on expectations with minimal errors.

Who You Are

- Experienced – You’ve worked in customer service, support, or operations roles. Experience in e-commerce, fulfillment, or order management is a plus.

- Detail-Oriented – You catch the small errors that others might miss. Accuracy is important to you, especially when managing orders and customer data.

- Self-Motivated – You take initiative, manage your workload independently, and show up with a positive attitude each day.

- Organized – You excel at juggling multiple tasks and keeping things on track. You feel accomplished when everything is running smoothly.

- Problem Solver – You’re resourceful and proactive. When faced with unclear information or challenges, you break it down, find solutions, and follow through.

- Communicator – You write clearly, speak confidently, and collaborate effectively with your team to ensure smooth operations.

- Team Player – You thrive in a collaborative environment, sharing knowledge, assisting teammates, and contributing to common goals.

Skills You'll Need

- Excellent English Communication – You’re confident in both written and verbal English for internal collaboration and process documentation.

- Customer Focus – You put the customer’s experience at the heart of everything you do.

- Attention to Detail – You ensure all steps are followed accurately, whether it’s processing orders or documenting customer needs.

- Proficiency with Tools – You have experience with platforms like Shopify, CRMs, project management software, or spreadsheets (e.g., Excel/Google Sheets).

- Organizational Skills – You’re comfortable working on multiple tasks and keeping everything organized and prioritized.

- Collaboration – You work well with other teams and departments to ensure smooth project execution.

Bonus Points

- You have experience in e-commerce, fulfillment, or similar industries.

- You’ve worked with customer service or order management software.

- You enjoy finding ways to refine and improve processes.

- You have experience working in a fast-growing company or startup.

- You are passionate about delivering great customer experiences.

What's in It for You?

- Competitive salary (discussed during the interview process)

- Full-time, fully remote role (approximately 40 hours per week, Monday through Friday)

- 20 working days of Annual Leave per year

- 10 working days of Sick/Carer’s Leave per year

- Day shift schedule

- HMO coverage after 6 months of employment

- Government-mandated benefits

- 13th month pay

- Observance of Victoria, Australia public holidays and selected Philippine holidays

- Career progression opportunities to learn, contribute, and achieve your career goals

- Long-term and stable opportunity to work with a fast-growing company and a supportive team

Our small and dynamic structure will provide you with direct access to our directors and allow you to grow your skills in various areas. As you gain experience, you'll have opportunities to refine your expertise, take on leadership roles, and shape the future of our business.

Next Steps

Use the form here to apply: docs.google.com/forms/d/e/1FAIpQLSd5GsFPXZkYWVSlgm5mKqbNa0jlwNs6t3eBllKizIzUy7YrOg/viewform?usp=header

We can’t wait to hear from you! Apply now and be one of us!