About Us:
Established in Melbourne, Articolo Studios is a globally recognized brand, with a presence in over 70 countries. With flagship showrooms and offices in Richmond, Melbourne, and New York, Articolo remains dedicated to creating lighting and sculptural furniture pieces of the highest quality—where sophisticated engineering meets an elevated design aesthetic.
Each piece celebrates the artistry of material transformation: from the nuance of mouth-blown glass to the shaping of precious metals, every object bears the distinctive imprint of the maker's hand.
Made to order in Melbourne, the full collection—as well as bespoke commissions—is available worldwide.
Role Overview:
As a key member of our Customer Service Team, you will be responsible for delivering thoughtful and timely after-sales support ensuring our continued commitment to product and service. You will be the first point of contact for post-sale inquiries, assisting with product-related investigations, facilitating service request tickets, technical escalations and follow-ups. Your role is essential in maintaining customer satisfaction by providing clear communication, understanding and efficient resolution of tickets by serving as the conduit between the business and our customers. Having the ability to distinguish each support ticket from a simple question to requiring exceptional support will be critical to success.
Training and support for job success will be provided to ensure you are comfortable at every stage in working to exemplify the customer support champion. You'll work closely with internal teams to ensure customer feedback is addressed and service standards are consistently met. Being the first point of contact and having a willingness to learn, contribute and totally own your role will be required to join a team of people who will encourage and support your desire for job success.
Key Responsibilities:
· Serve as the first point of contact for customer inquiries via email, phone, or chat.
· Assist in resolving product and or service issues by clarifying customer inquiries early on.
· Have a hands-on, collaborative and first call resolution attitude to all tickets.
· Prepare monthly metrics and reports and identify and record recurring issues for internal review.
· Develop and distribute daily reports for top level review by management.
· Coordinate the action items based on decisions from management and colleagues.
· Document customer inquiries and feedback accurately into a support ticket system.
· Follow up on customer support tickets to ensure timely resolution and satisfaction.
· Collaborate with internal teams (e.g. sales, technical support, logistics) to address customer needs effectively.
· Maintain up-to-date knowledge of products, services, and company policies to provide accurate information.
· Assist with returns, exchanges, and warranty claims in accordance with company procedures.
· Actively contribute to continuous improvement and development of customer support systems.
· Take pride in directly contributing to positive outcomes.
· Attend weekly meetings and liaise with internal area executives.
Desired Skills:
· Excellent & Professional Communication: Ability to convey information clearly and professionally, both verbally and in writing.
· Problem-Solving: Quickly identify issues and communicate effective solutions.
· Empathy and Patience: Active listening and understanding customer concerns.
· Time Management: Handle multiple inquiries & tasks efficiently while maintaining quality service.
· Adaptability: Comfortable adjusting to changing customer needs and or processes.
· Attention to Detail: Ensure accuracy in customer interactions, documentation, and follow-ups.
· Product Knowledge: Good understanding of the company's products or services to offer accurate support. Training will be provided.
· Comfortable understanding and conveying technical information
· Technical Proficiency: Excellent level Excel, Outlook, Document keeping, and basic troubleshooting mindset.
· Team Collaboration: Work well with colleagues across departments to resolve issues.