Customer Service E-commerce

We are seeking a motivated and skilled Customer Service Specialist to join our team. The ideal candidate will have a strong background in delivering outstanding customer support via phone and email, with excellent communication skills and IT troubleshooting abilities. You'll be responsible for ensuring customer satisfaction by resolving issues efficiently and professionally.
About the Company:
We are an Australian marketplace offering discounted products from major Australian retailers. Currently integrated with over 200+ retailers, we have ambitious growth plans over the next 1-2 years. Our platform provides customers with a seamless shopping experience, connecting them to the best deals from trusted retail brands across Australia. Mon-Fri, 9 am – 6 pm AEST

Please apply via the FORM (Only candidates via the Form will be considered):

https://forms.gle/7FQoAHnHJ7tF2Vmw8

Key Responsibilities:
• Respond to customer support requests via phone and email in a timely and professional manner.
• Collaborate with internal support teams and retailers to address and resolve customer issues related to orders, technical issues, and refunds.
• Troubleshoot and provide resolutions for both desktop and mobile app issues.
• Use helpdesk/ticketing tools to prioritize and manage customer queries.
• Maintain detailed records of customer interactions and follow-up actions.
• Provide feedback to improve the quality of customer service and support processes.
• Assist in the creation and updating of support documentation (FAQs, knowledge bases, etc.).
Key Requirements:
• Minimum 2 years of experience in a customer service role, preferably within a web or mobile app environment.
• Strong verbal and written communication skills in English.
• Proven ability to troubleshoot and resolve technical issues related to eCommerce systems (e.g., Shopify, Magento) and IT environments.
• Experience using helpdesk/ticketing systems to manage and prioritize support tasks.
• Familiarity with KPIs such as average resolution time and ability to meet customer service targets.
• Proficiency in Microsoft Office (Outlook, Word, Excel) with attention to detail, especially when handling financials such as refunds.
• Ability to work in a fast-paced, dynamic environment with minimal supervision.
• Self-starter with strong time management and organizational skills.
Preferred Experience:
• Experience in an eCommerce environment is highly desirable.
• Familiarity with supporting consumers in web and mobile app platforms.
• Experience in collaborating with 3rd party vendors and internal support teams.