Customer Support Specialist

Our client is a premier Australian importer and distributor of high-quality nursery and baby products. They deliver premium prams, travel systems, and accessories to consumers and retail partners across Australia via their e-commerce store, independent stockists, and industry expos. As a fast-moving, family-owned business, they are dedicated to operational excellence, clear communication, and outstanding customer care.

They are now seeking to hire a Customer Support Specialist to deliver responsive, end-to-end support for consumers and retail partners across multiple communication channels. This role plays a vital part in driving high customer satisfaction, resolving order and warranty enquiries efficiently, and ensuring seamless operations between internal teams, warehouses, and stockists.

Job Responsibilities

Customer Support & Enquiries

• Provide warm, responsive customer and retailer support across phone, email, live chat, and messaging channels
• Answer product, order, delivery, warranty, and troubleshooting enquiries with accuracy and care
• Handle complex or sensitive customer situations with patience, discretion, and empathy
• Request customer feedback and reviews at appropriate touchpoints to support service excellence

Order & Inventory Operations

• Track customer orders and backorders proactively to provide accurate stock availability updates and ETAs
• Record all interactions thoroughly in the helpdesk platform to ensure complete case histories
• Manage case resolution actively to minimise overdue or unassigned customer tickets

Stakeholder Coordination

• Liaise with local operations, warehouse staff, and freight providers to resolve shipping and delivery issues
• Provide dedicated support and issue resolution for independent retail stockists

Process & Quality Improvement

• Maintain internal knowledge bases, FAQs, response templates, and procedure notes
• Identify recurring product or service issues and suggest practical workflow improvements
• Utilise approved AI tools to assist in drafting non-sensitive customer communications and documentation

Requirements

• Minimum 2 years of experience in customer service, e-commerce support, or order management
• Outstanding written and verbal English skills with a clear, professional tone
• Demonstrated experience managing both inbound and outbound customer support calls
• Strong organisational skills with the ability to manage competing priorities independently
• Sound commercial judgement when handling warranties, returns, and sensitive information

Nice-to-Have Skills

• Previous experience supporting Australian customers by phone
• Background in retail, consumer goods, nursery products, or logistics support
• Experience using helpdesk, e-commerce, or order management platforms such as Dixa, Shopify, or Cin7
• Practical experience using AI tools to draft communications and streamline administrative tasks

Benefits

• Permanent work-from-home set-up
• Dayshift (Australian Eastern Standard Time business hours)
• Full-time job
• HMO (STAFF only)
• Annual leave
• 13-month pay
• With Government mandated benefits