Job/Client Overview

The client operates multiple retail stores throughout Queensland, Australia, specializing in lighting and fans for homeowners, commercial clients, and electricians. They have a high-traffic e-commerce platform that generates significant customer inquiries. This role will focus on managing all inbound communication for the online aspect of the business, serving as the primary point of contact for customers reaching out through various channels. The position requires someone with strong communication skills who can handle both email and phone inquiries professionally and efficiently. 

Schedule

• Monday to Friday, 9:00 am - 5:00 pm Australian Eastern Standard Time (40 hours per week)

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Responsibilities

• Manage all inbound customer communications for the e-commerce platform
• Respond to customer inquiries via email (approximately 90% of communications)
• Handle inbound phone calls from customers (approximately 10% of communications)
• Process customer support tickets through Gorgias (email ticketing system)
• Provide product information and assistance to customers
• Work with Shopify e-commerce platform to address customer needs
• Access and utilize Retail Express (product information management system) to answer customer questions
• Follow established company processes and procedures for customer service
• Maintain high-quality customer service standards to support repeat business and positive online reviews 

Requirements

• Proven experience in customer support roles, preferably in e-commerce or retail
• Excellent written and verbal communication skills
• Strong phone communication abilities for handling customer calls
• Experience with email ticketing systems (Gorgias experience is a plus)
• Familiarity with Shopify or similar e-commerce platforms preferred
• Ability to learn and retain product information about lighting and fans
• Comfortable working with multiple software systems including product information management tools
• Self-motivated and able to work independently
• Mid-level experience with demonstrated ability to work independently

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.