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They are dedicated to delivering high-quality products and excellent service to their customers across Australia.\nThey are now seeking to hire anAdministration & Customer Support Coordinator to handle customer enquiries, manage communications, and provide general operational support. This role is vital for ensuring high customer satisfaction, maintaining cost control, and maximizing the effective use of internal business systems.\nJob Responsibilities\nCustomer Support and Communication\nAnswer inbound customer calls promptly and professionally while returning missed calls and voicemails within agreed timeframes \nEnsure customers receive accurate information regarding products, orders, deliveries, returns, exchanges, warranties, and after-sales support \nManage sensitive customer complaints in a calm and professional manner and escalate complex matters to management when necessary \nMaintain clear and solutions-focused communication with customers, suppliers, logistics partners, and internal teams \nAdministration and Order Management\nPrepare and process quotes, sales orders, returns, exchanges, and warranty enquiries in accordance with company procedures \nAssist with order updates, payment-related enquiries, and general retail administration \nLiaise with warehouse, sales, eCommerce, suppliers, and logistics partners to confirm order status \nApply approved freight, replacement, refund, and credit decisions consistently while considering business costs \nSystem and Data Management\nUse approved business systems to track, update, and resolve customer requests \nRecord order numbers, ticket classifications, and resolution types accurately to support returns and cost reporting \nMaintain accurate customer information and administrative records in compliance with privacy and record-keeping requirements \nFlag recurring customer contact reasons and trends that point to operational, product, or service issues \nRequirements\n3 to 5 years of experience in customer service and administration \nAvailability to work 38 hours per week across a 7-day roster during Melbourne business hours\nStrong product-learning capability and understanding of retail, inventory, delivery, and returns processes \nCommercial acumen with the ability to balance customer outcomes with policy, cost, and business objectives \nExcellent written and verbal communication skills with a natural grasp of conversational nuance \nConfidence in handling customer enquiries without relying on scripted responses \nNice-to-Have Skills\nCertification in eCommerce, Customer Service Management, or an equivalent discipline \nExperience supporting an Australian or eCommerce business \nExperience with customer service systems such as Gorgias \nExperience using a cloud phone system in a customer service environment \nCompetence in Microsoft Office, ERP systems, point-of-sale, and eCommerce platforms \nBenefits\nPermanent work-from-home set-up\nDayshift (Australian business hours)\nFull-time job\nHMO\nAnnual leave\nChristmas Bonus equivalent to 1 month's wage 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