Job Description:

You will be the first point of contact for customers reaching out via email, managing all incoming inquiries, and ensuring every customer receives a timely, professional response within 24 hours. Using pre-created templates and order management tools, you'll handle common questions about tracking, delivery delays, returns, and general product inquiries. This role gives you full ownership of the customer inbox, allowing the business owner to focus on growth while you maintain the high standard of customer care that keeps buyers happy and loyal.

Client Overview:

Our client is a growing e-commerce company based in Australia specializing in portable car vacuum products. They serve customers across Australia and New Zealand and are experiencing consistent growth in customer inquiries. The company values quick response times and exceptional customer service.

Schedule:

• Mondays to Fridays, flexible schedule within the client’s business hours (Australian Eastern Time, minimum of 20 hours per week)

Responsibilities:

• Manage and respond to all customer emails within 24 hours
• Answer customer inquiries about order tracking, delivery status, and shipping delays
• Process return requests and provide clear instructions to customers
• Use pre-created email templates to address common customer questions
• Access Shopify to retrieve basic order information and update customers
• Ensure no customer emails get backed up or overlooked
• Maintain a professional and friendly communication tone in all responses
• Flag unusual or complex issues for escalation when needed

Must-Have Requirements

• Previous experience in customer service or email support roles
• Familiarity with e-commerce platforms, particularly Shopify
• Excellent written communication skills
• Ability to work independently with minimal supervision
• Strong attention to detail and organizational skills
• Reliable internet connection and professional home office setup
• Availability to work within or accommodate Australian Eastern Time business hours

Nice-to-Have Requirements:

• Bonus if you have experience with e-commerce businesses selling physical products
• It helps if you've worked with Australian or New Zealand customers before
• Bonus if you're familiar with handling returns and shipping inquiries
• It helps if you can work more than the minimum 20 hours per week when needed

Why Join This Team:

• Work remotely with flexible hours that fit your schedule
• Quick onboarding process with clear templates and guidance provided
• Straightforward role with defined responsibilities and expectations
• Opportunity to grow hours as the business expands
• Work with an established e-commerce brand serving Australia and New Zealand
• Direct communication with the business owner for support and feedback

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring

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.

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