Customer Service Representative

Location: Australia
Company: MLILY – A Global Leader in Sleep Products

About MLILY

MLILY is one of the world's leading sleep product manufacturers, at the forefront of innovation in mattresses, adjustable bases, and other bedding solutions. Our mission is simple yet powerful: to help sleepers improve and redefine their sleep experience.

In Australia, we proudly supply hundreds of retail bedding stores with our premium products through a strong and growing distribution network.

About the Role

As a Customer Service Representative, you will play a key role in supporting our valued customers and retail partners. This role involves handling inbound calls, responding to customer inquiries, and managing order processes. You'll also liaise with existing customers regarding products, inventory, delivery, and services.

Your focus will be on providing efficient, professional, and friendly support through both phone and email, while maintaining accurate records and ensuring smooth order processing.

This is a full-time role, Monday to Friday, 9:00 AM to 5:00 PM AEST

Key Responsibilities

Maintain a positive, empathetic, and professional attitude in all customer interactions.

Communicate effectively with customers and service providers through multiple channels.

Develop strong product knowledge to confidently answer inquiries.

Process high volumes of orders, forms, applications, and service requests.

Accurately record customer interactions, transactions, and feedback.

Collaborate and communicate effectively within a supportive team environment.

Provide constructive feedback on ways to improve the customer service process.

Skills, Experience & Qualifications

Tertiary education or equivalent practical business experience.

Previous experience in administration or a sales support role.

Proficiency with computer systems, including MS Office, ERP, and warehouse inventory management tools.

Strong problem-solving and analytical skills.

Excellent written and verbal communication abilities.

Australian or New Zealand Citizen or Permanent Resident.

Current driver's licence.

Ability to pass a police check.

Minimum of 2 years experience in a phone-based customer service role

Culture & Benefits

At MLILY, we believe in fostering a collaborative and supportive environment where our team can thrive.

Relaxed, small-team culture with a family feel.

Extensive training and career development opportunities.

Supportive, engaging, and interactive workplace.

Casual dress code.

Staff discounts on MLILY products.

On-site parking available.

Join Us

If you're passionate about delivering outstanding customer service and want to be part of a leading global brand in the bedding industry, we'd love to hear from you.