Monday to Friday (9am – 5pm) Staff Discount on all Products Parking Onsite and Close to Public Transport About Us Hampers & Gifts Australia (HGA) is one of Australia’s largest and most successful online gifting businesses, home to the much-loved brands The Hamper Emporium and Gifts Australia. As part of Maggie Beer Holdings, we also manage the e-commerce operations for Maggie Beer Products. We are passionate about creating premium, innovative, and memorable food, beverage, and gifting experiences. Our values guide everything we do – we are passionate, nimble, ambitious, inclusive, and community-focused. Learn more about our brands: • www.thehamperemporium.com.au • www.giftsaustralia.com.au • www.maggiebeer.com.au The Opportunity We are seeking an experienced and people-focused Customer Service Representative, to join our small but high-performing Customer Service team. Key Responsibilities • Lead and oversee the handling of inbound customer enquiries, ensuring timely, accurate and consistent responses to customers. • Provide detailed and accurate information on products, promotions and pricing. • Manage and respond to customer email, chat and phone enquiries, ensuring all correspondence is handled in line with service level expectations. • Conduct outbound follow-up calls to proactively resolve outstanding customer enquiries (no sales). • Process customer returns, exchanges and refunds efficiently and accurately. • Resolve customer complaints and escalations with professionalism, empathy and urgency. About You To be successful in this role, you will bring: • Strong computer literacy and systems capability, with confidence navigating multiple platforms simultaneously. • Experience using customer service and e-commerce systems such as Gorgias, Shopify and Zendesk will be highly regarded. • Excellent verbal and written communication skills, enabling you to build strong rapport with customers over the phone and via digital channels. • A results-driven approach with experience working to KPIs and service level agreements. • A collaborative, positive and team-focused mindset, with a hands-on approach. What’s in It for You? • Work from home up to 2 days per week during non-peak periods (January–August) • Generous staff discount across HGA and Maggie Beer Products • Onsite parking and close proximity to Regents Park Station • 9:00am–5:00pm, Monday to Friday • A small, friendly, and experienced permanent team with a supportive culture If you’re looking to lead a customer service team in a well-established, values-driven business with iconic Australian brands, we’d love to hear from you.