Customer Service Representative
Core
Handle inbound customer enquiries via email, chat, and phone; process returns, exchanges, and refunds; resolve complaints and escalations; conduct non-sales outbound follow-up calls.
Role type
Customer Service Representative
Builds
Customer support interactions for The Hamper Emporium, Gifts Australia, and Maggie Beer Products
Domain
E-commerce / Gifting / Food & Beverage
Deliverable
client delivery
Required skills
Customer service systems (Gorgias, Shopify, Zendesk), verbal and written communication, KPI management, complaint resolution, multi-platform navigation
Preferred skills
Experience with e-commerce platforms, results-driven approach
Responsibilities
Lead and oversee handling of inbound customer enquiries; Provide detailed product, promotion, and pricing information; Manage and respond to customer email, chat, and phone enquiries; Conduct outbound follow-up calls to resolve outstanding enquiries; Process customer returns, exchanges, and refunds; Resolve customer complaints and escalations
Seniority
Individual Contributor