Customer Service and Administration Assistant

• Respond to customer enquiries via email, phone and online messaging
• Assist wholesale retailers with product availability, order enquiries, delivery updates and account-related questions
• Support B2C customers with product enquiries, order tracking, returns, warranty requests and after-sales assistance
• Handle complaints professionally and escalate complex issues
• Maintain accurate customer records and follow up on outstanding enquiries
• Process and monitor customer and wholesale orders
• Coordinate with warehouse and logistics teams on dispatches, deliveries and stock availability
• Assist with returns, exchanges, refunds and warranty administration
• Update product information, pricing, stock availability and listings across e-commerce platforms
• Maintain order records and assist with basic reporting
• Identify recurring customer issues and recommend improvements
• Support website and product catalogue administration
• Document and improve internal processes
• Manage shared inboxes
• Provide administrative assistance to business owners and management
• Prepare documents, spreadsheets, reports and meeting notes
• Maintain internal databases, filing systems and customer records
• Follow up with suppliers, customers and internal team members
• Assist with business coordination and ad hoc administrative projects
• Manage paperwork for incoming shipments from overseas suppliers
• Maintain shipment spreadsheets with shipment and delivery dates

• Minimum 3 years' experience in customer service, e-commerce support, administration or a similar role
• Excellent written and spoken English, with confidence communicating with Australian customers
• Previous experience supporting an Australian, New Zealand, UK or US business preferred
• Strong organisational skills and ability to manage competing priorities
• Experience handling customer enquiries, order processing and complaint resolution
• Proficiency with Microsoft Office or Google Workspace
• Familiarity with e-commerce platforms, CRM systems and customer support tools
• Strong attention to detail, problem-solving skills and a proactive approach
• Ability to work independently across multiple brands and business functions
• Experience with Shopify, Neto/Maropost, WooCommerce or similar e-commerce platforms highly regarded
• Experience with wholesale distribution, retail or consumer products highly regarded
• Familiarity with inventory management, order fulfilment and logistics highly regarded
• Previous executive assistant or business administration experience highly regarded
• Intermediate level Excel reporting and product catalogue management highly regarded
• Ability to disclose any existing ongoing roles or client work
• Expected to reflect this engagement on LinkedIn as “Independent Contractor”

• 100% remote work from home
• Flexible time management as an independent contractor, aligned with AU business hours
• Independent Contractor Agreement engagement