Customer service, order and returns management, product listings and marketplace administration, handled by a dedicated team member in the Philippines who works only for your store, in your platforms and your hours.
Offshored provides dedicated offshore customer service representatives, order and fulfilment coordinators, product listing specialists and marketplace administrators to Australian e-commerce businesses from A$1,900 to A$2,800 a month, all inclusive, with digital marketing and product content specialists to A$3,400. Each team member works full time for one store only, inside that store’s own platforms and accounts, and is employed in the Philippines by Australian Pathways OPC.
E-commerce is a business of small, constant tasks: the support inbox, the order that failed address validation, the return waiting on a label, the listing with the wrong variant, the Amazon case that needs a reply within 24 hours. This page sets out the roles that work offshore for online stores and marketplace sellers, what stays with you, how customer and payment data is handled, what it costs, and a scenario for a typical brand. Prices are Offshored’s published 2026 bands; the cost guide shows what sits behind them.
These are the four roles Australian e-commerce businesses fill offshore most often. Each is a full-time, dedicated person who learns your products, your tone and your returns policy, not a shared support pool.
Brands that are ready to grow the channel add a digital marketing and product content specialist at A$2,400 to A$3,400 a month for Klaviyo flows and campaigns, product copy, category content and Meta and Google Ads support.
Your offshore team member does not hold payment, banking or advertising authority, does not approve refunds or discounts above the limits you set in your platform, and does not change pricing or purchasing without your sign-off. Customer disputes, chargebacks and anything that touches Australian Consumer Law guarantees are handled to the policy you write and escalated to you where the policy does not cover them. They process and communicate; you decide.
Stores give their team member an individual staff account with two-factor authentication in Shopify, WooCommerce, BigCommerce, Adobe Commerce or Maropost Commerce Cloud, in the help desk (Gorgias, Zendesk or Freshdesk), in each marketplace seller account with the user permissions those platforms provide, and in the shipping platform (Shippit, Starshipit or Australia Post MyPost Business). Inventory, email marketing and advertising roles add Cin7, Unleashed or DEAR, Klaviyo, Meta Ads Manager and Google Ads at the access level you choose. Platform subscriptions stay with your store; an extra staff seat is usually the only cost outside the monthly fee. Tell us your platforms on the first call and we shortlist candidates who already use them.
Store owners ask two questions first: can they see my customers’ card details, and can they take my accounts with them. The answer to both is no, and here is how the arrangement is structured.
The data security answer on our FAQ and our Terms of Service set out the same commitments in full.
| Role | Monthly fee, all inclusive |
|---|---|
| E-commerce customer service representative | A$1,900 to A$2,400 |
| Order and fulfilment coordinator, product listing specialist, marketplace administrator | A$2,100 to A$2,800 |
| Digital marketing and product content specialist | A$2,400 to A$3,400 |
One monthly fee covers recruitment, salary, 13th month pay, SSS, PhilHealth and Pag-IBIG contributions, HMO health cover, payroll, tax withholding and day to day HR, plus office space and equipment for office based staff. There are no placement, setup or exit fees, no lock-in contract, and you pay month to month with 30 days’ notice. The pricing page has every band; the 2026 cost guide compares an offshore hire with a Sydney salary once superannuation, leave, payroll tax and recruitment are counted.
Say a homewares brand on Shopify ships about 120 orders a day from its own site, Amazon.com.au and Catch, and the founder and one local staff member run the whole operation. Support tickets sit for two days in peak weeks, marketplace cases go unanswered until the account gets a warning, and new products take a fortnight to list because nobody has time to write the attributes.
The brand hires one offshore customer service and order coordinator through Offshored at about A$2,300 a month. Recruitment takes two weeks: a scoping call, a shortlist of screened candidates with Shopify and marketplace experience, two interviews, a Memorandum of Understanding. He logs in to Shopify, Gorgias, Seller Central and Shippit at 8am Melbourne time, clears overnight tickets and marketplace messages by 10am, releases and cleans up the day’s orders, then works returns and listing updates until 4pm.
Within a month first response time is under four hours, marketplace account health stays green, and the local staff member moves to purchasing and supplier management. Before the Christmas peak the brand adds a listing and content specialist at the upper end of the band to build out the catalogue and Klaviyo flows, and a second customer service representative for November and December only, month to month. This is an illustration of a typical setup, not a client case study.
Yes. Shopify, WooCommerce, BigCommerce, Adobe Commerce, Amazon Seller Central, eBay and the Australian marketplaces all provide staff or user accounts with limited permissions, and your team member works with the access you grant, with two-factor authentication on their own login. The owner account, payout details and advertising billing profile stay with you.
Through your own platform permissions. Set refund, store credit and discount limits so everyday returns are handled without you and anything above the limit comes to you for approval, and keep card details tokenised inside your gateway as they are now. Every candidate is pre-screened and police checked (NBI clearance), the employment contract with Australian Pathways OPC includes a confidentiality clause and an intellectual property clause so product copy and campaign work belong to your business, and all logins are removed on their last day.
Yes. Because the arrangement is month to month with 30 days’ notice, stores add a second customer service representative for the peak months and scale back afterwards. Recruitment typically takes one to two weeks, so October is the time to brief us for November.
A$1,900 to A$2,400 a month, all inclusive, for a full-time customer service representative working your Australian hours. Order and fulfilment coordinators, listing specialists and marketplace administrators are A$2,100 to A$2,800, and digital marketing and product content specialists A$2,400 to A$3,400. The fee covers salary, statutory contributions, 13th month pay, leave, HMO, payroll and HR, with no recruitment fee and no lock-in contract, and Offshored replaces the person at its own cost if they leave.
Your Australian business hours by default. Manila is two hours behind Sydney and Melbourne (three in daylight saving) and the same time as Perth, so a full day of overlap is normal. If you want evening or weekend coverage for the support inbox, raise it on the first call and we recruit for that roster.
Many candidates do. Philippine e-commerce support teams commonly serve Australian and US brands on Shopify, Amazon and eBay, and we shortlist for the marketplaces you sell on. You interview the shortlisted candidates yourself, a short practical test on a listing or a case reply is a sensible final step, and recruitment typically takes one to two weeks.
More questions? The full FAQ covers legality, superannuation, time zones, working hours, qualifications and performance management. Related pages: customer service and support roles, offshore staff for trades and construction businesses and the full industry list.
Pick a time and William Smith, Offshored's co-founder, phones you. We scope the role, give you the monthly cost band and tell you honestly whether offshore staff will work for your business. No lock-in, no obligation.
Book a 20-minute call Call +61 437 228 350Prefer to type? Message us on WhatsApp or send the enquiry form. We reply within one business hour, 8am to 6pm AEST, Monday to Friday.