E-Commerce Customer Service

Location of workplace: South Tweed Heads
Type: Full-time, Monday - Friday, 8.30am - 4.30pm

The E-Commerce Customer Service Representative is responsible for providing exceptional service to our customers. They will respond to enquiries, resolve issues or disputes, and ensure customer satisfaction through various channels such as email, chat, messages and DM’s. Working in this role you will be responsible for ensuring all orders are accurately and efficiently processed as well as process any returns. They will be responsible for communicating customer feedback + order information to the warehouse team.

In addition to Customer Service this person will be responsible for supporting various operational tasks. This includes working on ad hoc tasks such as (but not limited to) creating materials in Canva, managing filing systems, working on operational projects and systems within the office and warehouse.

We anticipate you will have the following qualities:

• Excellent attention to detail and the ability to work autonomously
• Highly organised and process-driven
• Strong verbal and written communications
• Manage tasks and deadlines
• Previous experience in a similar role within the e-commerce space
• 1 year experience in Shopify
• Preferred experience in Cin7, specifically Sales Orders and the WMS
• Ability to work well under pressure and handle multiple tasks

What this role involves:

• Responsible for all Customer Service duties including (but not limited to) order enquiries, shipping enquiries, product information, complaints and feedback, product availability etc
• Promptly respond to all Customer Service enquires via email, social media and website chat or any other communication platforms introduced
• Ensure customer satisfaction is met as best we can at all times - monitor, resolve, and escalate outstanding issues as a priority
• Ensure timely and accurate fulfillment and dispatch of all customer orders received via the online store
• Handle customer returns, processing refunds and managing product exchanges
• Process orders to be fulfilled and liaise with the warehouse team
• Manage and process chargebacks
• Provide and analyse customer reporting for monthly meetings
• Create discount codes
• Manage customers expectations and communication around product launches, sales and pre-orders
• Manage all faults and returns
• Accurately manage faulty process for the supplier
• Deliver consistent brand experience and tone of voice across all customer communications
• Regularly update chats / email templates / auto responses with relevant information

Please include a cover letter with your application outlining why you think you would be a good fit for the role!