Senior Customer Service – Operations Coordinator

• Act as the first point of operational support for team members and provide guidance on complex matters
• Step in for the Customer Service Manager during absences to coordinate daily priorities and workload
• Coach and guide the team in effective communication and consistent issue resolution
• Manage complex customer complaints, delivery issues, and warranty matters directly
• Respond to customer enquiries via phone, email, and digital channels during peak periods
• Negotiate practical and commercially appropriate resolutions in line with company policies
• Support retail administration tasks including quotes, sales orders, returns, and exchanges
• Maintain and improve Gorgias macros, ticket workflows, tags, and knowledge-base content
• Review recurring enquiry types and ticket data to identify efficiency and quality improvements
• Partner with management to develop and implement practical workflow improvements
• Ensure accurate recording of order numbers and resolution types to support reporting
• Coordinate with warehouse, sales, eCommerce, suppliers, and logistics partners
• Escalate material concerns and service risks to the Customer Service Manager
• Maintain clear and accurate records of decisions, commitments, and order details

• Minimum 5 years of customer service experience in retail or eCommerce
• Demonstrated experience in senior support, mentoring, or team leadership
• Proven ability to manage difficult conversations and complex escalations independently
• Strong understanding of retail, online orders, inventory, and returns processes
• Experience using a cloud phone system in a customer service environment
• Excellent written and verbal English communication skills
• Certification in eCommerce or Customer Service Management
• Experience using NetSuite and Shopify
• Strong hands-on capability with Gorgias including macros and workflows
• Practical experience using AI tools like Claude to improve response quality and team efficiency

• Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rata)