We're looking for an experienced online customer service agent with stellar written communication and an aptitude for problem‑solving. Someone who can respond to tickets independently and efficiently, with heart and a sense of humour. If you have vocabulary skills to support both chronically online customers and confused mums buying for their adult children, this is the job for you
Responsibilities
* Respond to and solve customer enquiries via email and Zendesk
* Create, cancel and edit orders in Shopify and Shipstation
* Liaise with postal providers via phone and email to investigate order delivery issues
* Track and report on order issues and product faults
* Investigate and resolve fraudulent orders, chargebacks and PayPal disputes
* Follow up customer feedback issues with the creative and production team
Ideal Candidate
* Strong initiative and attention to detail
* Excellent verbal and written communication skills
* Strong problem‑solving capabilities; including the ability to streamline processes and spot inefficiencies
* Experience with Zendesk and Shopify, Starshipit & Shipstation (or similar CRMs)
* Experience in e‑commerce, warehouse, logistics, or web store management (not required, but any would be hugely beneficial)
* Flexible availability to work 15‑25 hours per week, including some weekends over peak periods, as well as during the upcoming holiday periods
* Ability to work remotely, and occasionally from our Coburg warehouse to help with processing/packing orders in peak periods
* Minimum 3 years of customer service experience
What We Offer
* No KPIs or targets; we treat customers and each other like real people :)
* Relaxed and fun working environment
* Flexible work hours to suit your Life Laugh Love
* Creative, down‑to‑earth, friendly colleagues
* Discounts on products and free samples
Due to the importance of communication in this role, applications without a cover letter will not be considered. Cover letters written by ChatGPT will also not be considered. (Believe me, we can tell)
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