Customer Experience Ticket Management (60%)
- Respond to all customer inquiries and complaints via email, chat, and social media through Gorgias, ensuring timely and positive resolutions.
- Investigate order and product issues thoroughly through all parties/platforms before responding to the customer, and ensure the customer is made aware of any delays in solutions/answers so they are never left waiting more than a day
- Remain cool, calm and collected even at the most challenging times ensuring appropriate and professional tone / language is always used
- Ensure grammar, spelling and tone is represented in all written correspondence and adopt pre-set macros in gorgias to streamline communications and ensure consistency
- Take ownership of difficult or urgent customer situations and complaints to ensure the best outcome and escalate complex issues to line manager promptly when required
- Share product feedback or issues internally with relevant departments such as Production, Design, Marketing, Retail and Online
- Support Marketing by responding to Instagram DMs in collaboration with the Social Media Coordinator.
- Flag consistent customer trends or system issues for review with relevant teams, including any discrepancies or queries about company policies.
- Process returns, exchanges, and payment inquiries.
- Identify and escalate potential fraudulent activity in the event that our fraud detection software (Forter & Shopify) does not identify this.
- Review and follow up on flagged orders, including address validation issues, verifying customer information as needed.
- Monitor orders that fail to import to AP21 and flag with the development team to push through as required.
FULFILLMENT & LOGISTICS (20%)
- Coordinate with warehouse, logistics, and IT teams to ensure on-time dispatch of orders.
- Assist with resolving delivery issues through third parties (Australia Post, DHL, UPS, local couriers).
- Help manage and fulfill orders across all sales platforms and systems.
Systems & Process Compliance (10%)
- Ensure accurate use of customer service systems (e.g., Gorgias, AP21, Shopify, payment gateways).
- Maintain thorough and up-to-date customer records, case notes, and logs.
- Comply with company policies and procedures related to customer data, fraud, and transactions.
- Contribute to improving SOPs and internal customer service documentation as needed.
Teamwork & Communication (10%)
- Communicate respectfully and effectively with colleagues and other departments.
- Collaborate openly, sharing ideas, insights, and solutions to improve the customer experience.
- Support team members when needed and contribute to a positive, honest, and compassionate team culture.
- Build strong working relationships with marketplace partners and third-party providers.
Qualifications and Skills:
- Proven experience in customer support or a similar service-oriented role.
- Confident using Customer Relationship Management
- (CRM) platforms Gorgias, Shopify, Klaviyo, Zendesk.
- Solid understanding of global postal carriers experience with DHL International and UPS preferred.
- Familiarity with fraud prevention tools is an advantage, but not essential.
- Experience managing payments, processing refunds and using gateways such as Shopify Payments and PayPal.
- Proficient in Microsoft Office Suite particularly: Outlook, Word, and Excel.
- Excellent problem-solving ability and critical thinking skills.
- Strong written and verbal communication clear, concise, and brand-aligned
- Highly organized, with strong time management and a solution-focused approach.
- Self-sufficient, proactive, and shows strong initiative.
- Strong attention to detail with a high level of accuracy and output.
- Experience in a retail or FMCG environment is highly valued.
