Overall
Time: Monday to Friday
- Person 1: 5AM - 2PM ICT
- Person 2: 8AM - 5PM ICT
Type: Remote
Report to: Customer Service Manager
Role Overview
We're looking for a proactive and people-loving Customer Service Assistant who takes pride in delivering exceptional customer experiences. This role requires independence, initiative, and the ability to work both autonomously and collaboratively within a fast-paced environment. You'll be the frontline hero for our customers, ensuring every interaction is handled with care, efficiency, and a genuine smile (yes, even through email)
Key Responsibilities
- Deliver outstanding customer service across all channels (email, live chat, and internal platforms), always putting the customer first.
- Confidently navigate the Australia Post Portal, including intercepting orders, updating delivery details, and changing addresses when required.
- Use Slack to communicate quickly and effectively with internal teams to resolve issues before orders leave dispatch
- Investigate orders thoroughly and efficiently to ensure they are processed successfully before shipping
- Manage order enquiries via Shopify, Starshipit, and Tidio, ensuring accuracy and attention to detail
- Process returns, exchanges, and refunds correctly and in line with company procedures
- Handle invoicing queries and assist with basic invoicing tasks when required
- Proactively identify potential issues and resolve them before they impact the customer experience
- Maintain accurate customer records and documentation
- Provide clear, friendly, and solution-focused responses, even in high-pressure situations
- Contribute ideas to improve customer service processes and workflows
- Uphold our brand voice, kind, authentic, fun, and unmistakably.
Desire Knowledge & Skills
- 5+ years of experience with Customer Service, with great customer-first mindset and communication skills
- Strong computer and literacy skills
- Experience with Gmail, Excel, Google Drive, Tidio, Starshipit, Australia Post Portal, Slack, and Shopify (E-commerce customer support tools)
- Experience managing customer returns and applying correct refund procedures
