Scale your online store with offshore customer support
From live chat to returns handling, our Fiji-based teams deliver exceptional e-commerce support that keeps your customers coming back, at a fraction of the cost.
Everything your online store needs
From pre-purchase enquiries to post-delivery follow-ups, our teams handle the full customer journey so you can focus on growing your business.
Live Chat & Email Support
Real-time customer engagement across your website and marketplace channels. Our agents handle product questions, sizing guides, stock availability, and purchasing support with speed and warmth.
Order Management
End-to-end order processing including tracking updates, delivery confirmations, address changes, and coordination with fulfilment partners. Keep customers informed at every stage.
Returns & Refunds
Efficient returns processing and refund management that turns a potentially negative experience into a loyalty-building moment. We handle RMA creation, status updates, and resolution.
What does an outsourced ecommerce support agent cost?
A customer service and order support agent is typically Tier 2 work: NZ$16.65 or AU$14.00 per worked hour, all-inclusive and excluding GST, which is about NZD $2,542 a month full time. You are billed only for hours actually worked, and a team can start with one person.
Built for seasonal peaks
E-commerce doesn't run on a 9-to-5 schedule. Neither do we. Our flexible staffing model lets you scale up for Black Friday, Christmas, and flash sales, then scale back down.
Peak Season Scaling
Ramp up your support team 2-3x for peak periods without the recruitment headaches. We maintain trained reserves ready to deploy within days, not weeks. No long-term commitments required.
Omnichannel Coverage
Seamless support across email, live chat, social media, and phone. Your customers get help wherever they reach out, Shopify, WooCommerce, Amazon, or your own platform.
Marketplace Management
Dedicated support for marketplace listings, seller feedback responses, A-to-Z claims, and review management across Trade Me, Amazon AU, and eBay.
Customer Retention
Proactive outreach campaigns, loyalty programme support, and win-back initiatives. We don't just solve problems, we build relationships that increase lifetime customer value.
The Fiji advantage for online retail
Timezone-matched to NZ and AU, English-speaking, and with a natural warmth that translates perfectly to customer interactions.
Same Timezone Coverage
Fiji shares your working day. Your customers get real-time support during business hours, no overnight delays, no jarring time-zone gaps in conversation threads.
50 to 70% Cost Savings
Get experienced, dedicated e-commerce support agents at a fraction of the cost of local hires. Reinvest those savings into marketing, stock, or expansion.
Rapid Onboarding
Our agents are trained on leading e-commerce platforms. We get your team operational within 3 to 4 weeks, with ongoing quality coaching built in.
E-commerce outsourcing, common questions
Real questions NZ and Australian ecommerce founders and operators ask before engaging NexOutsource.
Why is Fiji a good fit for ecommerce customer service?
Three reasons: timezone alignment with NZ and Australian business hours (no late-shift premium for peak coverage), cultural and accent fit close to NZ/AU norms, and ISO/IEC 27001:2022 certified information security on customer and order data. Pacific service-culture warmth tends to translate well to consumer-facing ecommerce CS.
How does NexOutsource scale during peak season (Black Friday, Christmas)?
Teams are sized for steady-state with bench capacity pre-built for known peak windows. Shrinkage, occupancy, and forecast accuracy are tracked weekly so quality stays high while volume scales. Peak-window staffing is structured during contracting.
What ecommerce platforms and tools does the team work in?
Shopify, BigCommerce, Magento, WooCommerce; Zendesk, Gorgias, Intercom, Re:amaze for support; ShipStation, Starshipit for fulfilment; Klaviyo for retention. Onboarding covers your stack.
How big does my ecommerce business need to be to work with NexOutsource?
Most NexOutsource engagements are mid-market teams. Smaller scale-ups often share an agent across CS, returns, and admin; larger operators dedicate full teams to specific functions. We don't run mega-enterprise programmes.
How does NexOutsource handle returns and refunds workflows?
We work inside your returns process and tools. Standard operating procedures are documented during onboarding; agents are trained to your refund policy, return-reason taxonomy, and escalation rules. Returns CS is one of the most common ecommerce engagement scopes.
See your team, costed, in two minutes.
Build it in the calculator, then a thirty minute call turns it into a written quote. Live in 3 to 4 weeks.