Overview
The part-time Customer Experience & Admin Officer is a vital part of the Alf the Label "Operations Pod." Based in our Perth HQ, this role is responsible for the daily execution of frontline customer inquiries and returns processing. They are the first point of contact for our customers, ensuring they receive fast, helpful, and empathetic support throughout their post-purchase journey.
This role is perfect for a highly organised professional who thrives on efficiency, has a sharp eye for detail, and enjoys providing a high-standard of service within a fast-paced, premium e-commerce environment.
* Location: Fremantle Head Office
* Reports To: Operations Director
* Overseen By: Operations and CX Specialist
* Hours: Part-Time, 22.5hrs per week, Monday/Wednesday/Friday
* Culture and Extraordinary Benefits: Access to Alf's unique incentives program.
If you are as excited about this role as we are, please complete our 'vibe and fit' questionnaire at the below link as part of your application:
Key Responsibilities
Inquiry Management and Frontline Support
* Tier 1 Ticket Resolution: Monitor and respond to high-volume inquiries via Gorgias, focusing on "Where is my order?" queries, order changes, and general product information.
* Service Standards: Maintain the brand's 18-hour response time, ensuring every customer interaction is professional and aligned with our premium brand voice.
* Escalation: Identify complex issues or technical shipping errors and escalate them promptly to the Operations and CX Specialist.
* IMS Navigation: Use CIN7 and Shopify backend to track order lifecycles and ensure stock movements align with customer expectations.
* Reputation Oversight: Monitor and respond to all online reviews (Google, Shopify Product Reviews, etc.), ensuring every customer feels heard and maintaining our premium brand sentiment.
Returns and Exchanges Processing
* End-to-End Returns: Manage the daily intake of returns in Shopify and dedicated returns platform. This includes inspecting returned items, processing exchanges, and issuing store credits or refunds in line with brand policy.
* Problem Solving: Liaise with customers regarding return discrepancies or items that do not meet return conditions.
Shipping and Logistics Admin
* Carrier Claims: Initiate and follow up on basic claims with shipping carriers for lost or delayed parcels.
* Data Entry: Ensure all customer data and return reasons are logged accurately to support the brand's reporting on quality control and customer friction points.
* Warehouse Communication: Act as a point of contact for our 3PL partners. Proactively email warehouse teams to investigate shipping delays, track down "missing" inventory, or correct fulfilment errors.
* Physical Errands: Manage the daily "Post Office Run"—picking up and dropping off parcels to ensure no delays in our sample or returns flow.
Internal Communications & Documentation
* SharePoint Ownership: Act as the guardian of our internal SharePoint. Keep the team informed by updating the master calendar with upcoming sales, product launches, stock arrivals, and key event dates.
* Document Control: Ensure the SharePoint filing system is kept up to date with new relevant documents, policies, and operational guides.
Office Administration & Environment
* Supply Management: Monitor and restock office and kitchen supplies (stationery, coffee, milk, etc.), ensuring the team is well-equipped for the week ahead.
* Environment Upkeep: Maintain the overall tidiness of common areas, including the kitchen and meeting spaces, ensuring the office reflects the brand's premium aesthetic.
* Post-Shoot Reset: Assist in the general tidy-up of the office after content shoots or influencer visits, ensuring that props, equipment, and debris are cleared.
* General Admin Support: Provide ad-hoc administrative support to the CEO, Operations Director and Operations and CX Specialist as required to keep the office running smoothly.
DAY TO DAY
* Morning office sweep:
Start the day with a walk-through of the office, kitchen, and common areas. Ensure the space is tidy, samples are put away, and the environment reflects our premium brand before the team begins the day.
* Tier 1 Customer Service inbox management:
Clear the bulk in Gorgias. Resolve high-volume inquiries including "Where is my order", address changes, and basic product questions to maintain our 18-hour response time.
* Returns and exchanges execution:
Manage the physical and digital intake of returns. Inspect items for quality, process the exchanges or store credits in Shopify, and communicate the outcome to the customer.
* Shipping claim administration:
Manage the backend of lost or delayed parcel claims with postal carriers, ensuring the customer is fully informed and we recover costs for shipping discrepancies.
* Post-shoot and content reset:
Following creative sessions, influencer visits, or sample movements, lead the physical reset of the office. Clear debris, tidy props, and ensure the kitchen is restored to its baseline state.
* Data entry and sentiment logging:
Accurately log return reasons and recurring customer friction points to provide the raw data needed for the Operations and CX Specialist's weekly WIP meetings.
* Afternoon escalation:
Close out the day by syncing with the Operations and CX Specialist to hand over complex technical issues or logistics errors that require Tier 2 intervention or follow up before next rostered office day.
COMPETENCIES
* Experience: Previous experience in a customer service, administrative, or retail operations role is essential.
* Technical Skills: Proficiency in Shopify and Gorgias (or similar helpdesk software) is highly regarded.
* Attention to Detail: Exceptional accuracy in data entry and processing financial transactions.
* Communication: Clear, empathetic, and professional written communication skills with an unflappable nature and good sense of humour.
* Reliability: A disciplined approach to managing high-volume tasks autonomously.
CULTURE & EXTRAORDINARY BENEFITS
At Alf the Label, we believe that a high-performance brand is built by high-vitality people. We don't just offer a job; we offer a lifestyle-aligned career that respects your individuality, your health, and your life outside the office.
As a member of our Perth-based team, you will have access to the following unique incentives:
* The "Inclusive Calendar" (Flexible Public Holidays)
* The "Wellness & Vitality" Stipend
* "Alf Ambassador" Handbag Allowance
* "Bowie-Approved" Paw-ternity Leave
* Birthday Leave & Life Admin Mornings
* The "Founder's Library" Professional Growth Fund
* Excellence Rewards & Team Rituals
Please complete our 'vibe and fit' questionnaire at the below link as part of your application:
Applications close 5pm AWST Tuesday 24 February 2026