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Customer Support Officer (Ecommerce, Logistics or Wholesale Exp) - WFH at Twoconnect. B2C Responsibilities:. Handle a high volume of customer interactions via live chat and email.. . Respond to product and usage questions (e.g., seasonal transitions, TOG ratings, sizing, fit advice, product care, storage, and travel).. . Resolve comfort-fit and general non-safety-related satisfaction queries.. . Manage size exchanges, returns authorizations, refunds, and related updates.. . Address and resolve product satisfaction issues efficiently.. . Assist with account login issues, payment queries, and subscription management.. . Manage gift card enquiries and application to orders.. . Provide order status updates, tracking details, and delivery timeframes.. . Assist with international shipping enquiries, address changes, and coordination with freight providers (e.g., AUS Post) for lost/delayed deliveries.. . Identify complex issues and escalate to senior team members or relevant departments.. . Ensure escalated concerns are resolved fully and followed through.. . Participate in rotational weekend coverage for urgent enquiries.. . Support UK and USA customers, including coverage for time zones requiring 7–8 PM availability.. . B2B Responsibilities:. . Accurately process and review all wholesale, EDI, and B2B portal orders prior to consignment.. . Identify and correct order issues (e.g., product type, quantities, address, payment mismatches).. . Liaise with warehouse and logistics teams to ensure error-free fulfilment.. . Manage wholesale, EDI, and B2B portal order enquiries, ensuring SLA compliance.. . Resolve order discrepancies, shipping issues, and credit claims within agreed timeframes.. . Manage a small amount of size exchange and returns processing.. . Escalate complex issues to relevant departments and follow through to resolution.. . Support marketplace product uploads for select accounts.. . Contribute to seasonal range updates (e.g., Brandscope releases – split across 3).. . Assist with general account management duties.. . Other role-specific duties as they arise.. . Success Metrics:. . High customer satisfaction and feedback scores.. . Low order error and return rates.. . SLA compliance for B2B/EDI orders and credit claims.. . Timely escalation and resolution of complex issues.. . Strong first-response and resolution times.. . Minimum 3 years of experience in a customer service or order processing role (e-commerce, logistics, or wholesale preferred).. Strong understanding of both B2C and B2B service environments.. Experience with B2B portal order processing and related systems.. . Technically savvy with the ability to quickly learn and navigate order management platforms.. . Experience supporting international customers, particularly in the UK and USA.. . Exceptional written communication skills.. . High attention to detail and accuracy in order entry and issue identification.. . Ability to manage high-volume workloads with efficiency.. . Knowledge of order management systems, freight logistics, and EDI processes.. . Familiarity with live chat and ticketing systems.. . Customer-first mindset with professionalism and empathy.. . Flexible availability for evenings and rotational weekends.. . Company Location: Philippines.