About the role
Our client is an Australian family-owned retailer specialising in unique home furnishings, architectural hardware, and period-authentic renovation fixtures. They provide high-quality products and bespoke solutions to residential and commercial customers across the country.
They are now seeking to hire a Senior Customer Service & Operations Coordinator to act as the second-in-charge to the Customer Service Manager and drive operational excellence. This role is essential for leading complex issue resolution, guiding the support team, and maintaining high service standards to ensure a seamless customer experience.
Job Responsibilities
Operational Leadership and Support
- Act as the first point of operational support for team members and provide guidance on complex matters - Step in for the Customer Service Manager during absences to coordinate daily priorities and workload - Coach and guide the team in effective communication and consistent issue resolution
Customer Service and Issue Resolution
- Manage complex customer complaints, delivery issues, and warranty matters directly - Respond to customer enquiries via phone, email, and digital channels during peak periods - Negotiate practical and commercially appropriate resolutions in line with company policies - Support retail administration tasks including quotes, sales orders, returns, and exchanges
Process Improvement and System Management
- Maintain and improve Gorgias macros, ticket workflows, tags, and knowledge-base content - Review recurring enquiry types and ticket data to identify efficiency and quality improvements - Partner with management to develop and implement practical workflow improvements - Ensure accurate recording of order numbers and resolution types to support reporting
Stakeholder Collaboration
- Coordinate with warehouse, sales, eCommerce, suppliers, and logistics partners - Escalate material concerns and service risks to the Customer Service Manager - Maintain clear and accurate records of decisions, commitments, and order details
Requirements
- Minimum 5 years of customer service experience in retail or eCommerce - Demonstrated experience in senior support, mentoring, or team leadership - Proven ability to manage difficult conversations and complex escalations independently - Strong understanding of retail, online orders, inventory, and returns processes - Experience using a cloud phone system in a customer service environment - Excellent written and verbal English communication skills
Nice-to-Have Skills
- Certification in eCommerce or Customer Service Management - Experience using NetSuite and Shopify - Strong hands-on capability with Gorgias including macros and workflows - Practical experience using AI tools like Claude to improve response quality and team efficiency
Benefits
- 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)
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