Customer Support Specialist

About this role

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