Overview

Our client is looking for a proactive, customer-focused E-commerce Customer Support Representative – Apparel & Online Retail to support Australian and New Zealand customers for an established international retail business. In this role, you will manage customer enquiries, assist with order tracking, returns, exchanges, and resolve product-related concerns during a high-volume trading period. We are seeking a candidate who delivers prompt, friendly, and reliable customer service while maintaining exceptional accuracy and professionalism.

Schedule:

• Monday to Friday, 9:00 AM to 1:00 PM Sydney Time (4 hours per day / 20 hours per week)

Responsibilities

• Manage and respond to customer enquiries through email and messaging platforms, ensuring all tickets are addressed, followed up or properly escalated.
• Assist customers with order status, delivery updates and courier tracking.
• Handle customer requests relating to returns, exchanges and refunds, ensuring customers receive timely updates.
• Manage warranty and product-related concerns by gathering supporting information, photos and proof of purchase before escalating cases for review.
• Provide product assistance, including sizing guidance, product information, availability, discount codes, gift cards and tax invoices.
• Use existing response templates and guidelines while ensuring every interaction remains personalised and customer-focused.
• Identify and escalate sensitive or unusual cases, including order cancellations, delivery address changes, potential fraudulent transactions and recurring customer complaints.
• Maintain accurate ticket records, categorisation and documentation to support reporting and service improvements.

Requirements

• Friendly, empathetic and proactive approach to handling customer concerns, with a strong sense of accountability.
• Excellent written English with the ability to communicate naturally and professionally with Australian and New Zealand customers.
• At least 2 years of experience in ecommerce customer service, preferably supporting online retail businesses.
• Experience supporting apparel, footwear, lifestyle, outdoor equipment or similar consumer products is an advantage.
• Familiarity with handling returns, exchanges, refunds and warranty-related enquiries.
• Hands-on experience with customer support tools such as Zendesk, Gorgias, Gladly or similar helpdesk platforms.
• Working knowledge of Shopify or other ecommerce administration platforms.
• Ability to assess customer concerns, follow established procedures and determine when escalation is necessary.
• Ability to manage multiple enquiries efficiently while maintaining accuracy.
• Reliable internet connection, a quiet working environment and the ability to work independently.

Training and Support

• The successful candidate will receive initial training covering the business's customer service procedures, internal policies, systems and workflows.
• You'll also have access to established response templates, daily task guidelines and ongoing support from the Customer Service Manager and wider Ecommerce team.

Engagement Duration

• This is an initial three-month contract engagement to support the business during its peak trading period.
• There may be an opportunity to extend the engagement beyond the initial term, subject to individual performance, business requirements and mutual agreement.

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.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.