Administration – Customer Support Coordinator

• Answer inbound customer calls promptly and professionally, and return missed calls and voicemails within agreed timeframes
• Provide accurate information about products, orders, deliveries, returns, exchanges, warranties, and after-sales support
• Handle sensitive customer complaints calmly and professionally, escalating complex matters to management when necessary
• Maintain solutions-focused communication with customers, suppliers, logistics partners, and internal teams
• Prepare and process quotes, sales orders, returns, exchanges, and warranty enquiries according to company procedures
• Assist with order updates, payment-related enquiries, and general retail administration
• Liaise with warehouse, sales, eCommerce, suppliers, and logistics partners to confirm order status
• Apply approved freight, replacement, refund, and credit decisions consistently while considering business costs
• Use approved business systems to track, update, and resolve customer requests
• Accurately record order numbers, ticket classifications, and resolution types for returns and cost reporting
• Maintain accurate customer information and administrative records in compliance with privacy and record-keeping requirements
• Flag recurring customer contact reasons and trends indicating operational, product, or service issues

• 3 to 5 years of experience in customer service and administration
• Availability to work 38 hours per week across a 7-day roster during Melbourne business hours
• Strong product-learning capability and understanding of retail, inventory, delivery, and returns processes
• Commercial acumen with the ability to balance customer outcomes with policy, cost, and business objectives
• Excellent written and verbal communication skills with a natural grasp of conversational nuance
• Confidence in handling customer enquiries without relying on scripted responses
• Certification in eCommerce, Customer Service Management, or an equivalent discipline (nice to have)
• Experience supporting an Australian or eCommerce business (nice to have)
• Experience with customer service systems such as Gorgias (nice to have)
• Experience using a cloud phone system in a customer service environment (nice to have)
• Competence in Microsoft Office, ERP systems, point-of-sale, and eCommerce platforms (nice to have)

• 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)