Role Purpose

This role supports end-to-end customer communication workflows across email and phone channels while coordinating closely with operations, suppliers and warehouse partners.

The successful candidate will help ensure service quality consistency, accurate customer updates, SLA discipline and structured workflow visibility across Shopify and Zoho Desk.

The role is designed to provide full customer-service continuity capability across the business when required.

Schedule: Monday to Friday, 9:00 am – 5:00 pm New Zealand time (8 hours per day / 40 hours per week)

Independent Contractor Perks

• Health Insurance Coverage for eligible locations

• Permanent work from home

• Immediate hiring

Reporting Line

Reports to Operations Executive (New Zealand-based)

Key Responsibilities

• Inbound customer phone support including order status enquiries, technical clarification requests and service-related assistance

• Outbound follow-up calls regarding shipment updates, supplier ETA confirmations, backorders and issue resolution

• Respond to customer email enquiries via Zoho Desk in a professional and structured manner

• Provide accurate shipment tracking updates and supplier ETA visibility

• Communicate proactively with customers regarding backorders, warranty matters and availability changes

• Maintain professional written and verbal communication tone aligned with NZ customer expectations

• Ensure SLA compliance across customer responses and follow-ups

• Maintain accurate ticket categorisation, routing and closure discipline in Zoho Desk

• Monitor outstanding tickets and ensure closure confirmation consistency

• Support supplier update tracking and purchase order follow-ups alongside Operations Executive

• Assist with stock availability visibility and warehouse coordination updates

• Support dropship coordination and exception-handling workflows

• Assist with product availability updates, discontinued item monitoring and replacement suggestions

• Provide full customer-service continuity coverage during workload peaks or staff leave periods

• Develop capability to independently coordinate customer-service workflows across systems when required

Systems Environment

• Shopify

• Zoho Desk

• Zoho Inventory

• Supplier warehouse coordination environments

• Email and phone-based customer communication workflows

Candidate Requirements

• Excellent written and spoken English (mandatory)

• Confidence handling inbound and outbound customer phone conversations

• Strong email communication structure and clarity

• Experience working inside CRM or ticketing platforms

• Strong coordination mindset and follow-through discipline

• Comfortable working within structured operational workflows

• Reliable availability aligned with NZ working hours

Preferred Experience

• Shopify environment exposure

• Zoho Desk or similar ticketing platforms (Zendesk, Freshdesk etc.)

• E-commerce order support workflows

• Logistics or supply-chain coordination exposure

• Technical or parts-based product support environments

Service Continuity Expectation

This role is expected to develop the capability to independently manage customer-service workflow coordination across systems and suppliers when required, ensuring continuity of service delivery across phone and email communication channels.

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 that fulfill all requirements will receive priority review.