Job Overview

Our client is seeking a dedicated E-commerce Customer Care Representative to ensure a seamless post-delivery experience for all customers. In this role, you will act as a vital link between customers, third-party vendors, and internal teams, maintaining a high level of professionalism and accuracy. Beyond resolving support tickets and warranty claims, you will be responsible for the "health" of the e-commerce platform, monitoring automated processes and resolving order escalations to ensure operational excellence.

Schedule

• Monday – Friday, 9:00 AM – 6:00 PM AEST [NSW]
• Breaks: 1-hour unpaid lunch break and two 15-minute paid breaks (40 hours per week)

 Responsibilities

• Post-Delivery Care: Provide timely resolutions for tickets regarding delivery issues, warranty claims, and customer feedback.
• Vendor Management: Contact third-party vendors to raise and follow up on credit claims for damaged or low-quality products.
• System Health Checks: Conduct daily audits of prescribed e-commerce processes to ensure automated jobs have run successfully.
• Order Recovery: Manually process all failed customer orders and monitor item rejects through the escalation queue.
• Stakeholder Communication: Maintain professional rapport with customers, suppliers, and internal staff to resolve complex issues.
• Administrative Oversight: Ensure Google My Business information and trading hours are accurate; complete all prescribed tasks with high attention to detail.
• Culture & Safety: Actively contribute to a positive work culture and observe all company brand values and safety protocols.

Requirements

• Experience: 2+ years of proven experience in customer service, ideally within an e-commerce environment.
• Communication: Highly proficient in written and verbal English with excellent rapport-building skills.
• Problem Solving: Strong analytical mindset with the ability to identify failed processes and apply effective solutions.
• Technical Skills: Advanced proficiency in MS Word, Excel, and general computer skills; comfortable managing multiple software platforms.
• Soft Skills: Exceptional time management, organizational skills, and a "passion for the customer" mindset.
• Attitude: A proactive team player who is deadline-oriented and takes personal responsibility for achieving results.

Independent Contractor Perks

• Permanent work from home
• Health Insurance Coverage for eligible locations
• Paid AU Public Holidays
• 15 days paid leave per year

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.