About this role:

The Customer Service Representative is responsible for providing exceptional service to our customers. They will respond to enquiries, resolve issues or disputes, and ensure customer satisfaction through various channels such as email, chat, social media comments and DM’s. Working in this role you will be responsible for ensuring all orders are accurately and efficiently processed as well as process any returns. They will be responsible for communicating customer feedback + order information to the warehouse team.

In addition to Customer Service this person will be responsible for supporting various operational tasks. This includes working on ad hoc tasks such as (but not limited to) creating materials in Canva, managing filing systems, working on operational projects and systems within the office and warehouse.

Location:

Tweed Heads, NSW 2486 (11 minutes from Coolangatta, QLD)

We anticipate you will have the following qualities:

Excellent attention to detail and the ability to work autonomously

Highly organised and process-driven

Strong verbal and written communications

Manage tasks and deadlines

Previous experience in a similar role within the e-commerce space

1 year experience in Shopify

Preferred experience in Cin7, specifically Sales Orders and the WMS

Ability to work well under pressure and handle multiple tasks

What this role involves:

Responsible for all customer service duties including (but not limited to) order enquiries, shipping enquiries, product information, complaints and feedback, product availability etc

Promptly respond to all customer service enquiries via email, social media and website chat or any other communication platforms introduced

Ensure customer satisfaction is met as best we can at all times - monitor, resolve, and escalate outstanding issues as a priority

Ensure timely and accurate fulfilment and dispatch of all customer orders received via the online store

Handle customer returns, processing refunds and managing product exchanges

Process orders to be fulfilled and liaise with the warehouse team

Provide and analyse customer reporting for monthly meetings

Create discount codes

Manage customers' expectations and communication around product launches, sales and pre-orders

Manage all faults and returns

Accurately manage faulty process for the supplier

Deliver consistent brand experience and tone of voice across all customer communications

Regularly update chats / email templates / auto responses with relevant information

If this sounds like the perfect fit, we’d love to hear from you! Please include a cover letter with your application, letting us know why you’re excited about this role and what makes you a great fit.