Hybrid Customer Support Specialist – E-commerce / Retail

at Australiance

• Job title: Customer Support Specialist – E-commerce / Retail
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Magento
• Location requirements: Hybrid, Sydney, Australia

About the role

• Customer Support Specialist enhancing customer experiences across online sales and events for a leading e-commerce business. Engaging with customers and brand partners in a hybrid role.

Responsibilities

• **Key Responsibilities**
• **Customer support and ticket management**
• Ticket management: Proactively manage and resolve customer enquiries, ensuring service level agreements and customer satisfaction targets are consistently met
• Order support: Use e-commerce platforms such as Shopify to troubleshoot order issues and manage the full order lifecycle
• **Cross-functional coordination**
• Strategic liaison: Act as a key point of contact between brand partners and warehouse teams to resolve customer service issues, translating operational updates into clear, customer-ready communication
• Internal coordination: Manage daily tasks and cross-department requests, keeping CRM systems and project boards accurate and up to date
• **CRM and data management**
• CRM data integrity: Maintain and update customer profiles to support accurate, personalised marketing and support communications
• **Product and brand support**
• Product knowledge: Develop strong knowledge of products and sales events to deliver proactive, success-based customer support
• Brand integrity and reseller monitoring: Monitor and investigate unauthorised resale activity across secondary platforms and communicate actions to customers clearly and professionally
• **Continuous improvement and feedback**
• Process improvement: Identify recurring customer pain points or operational bottlenecks and suggest workflow improvements
• Feedback loop: Consolidate customer and point-of-contact feedback into actionable insights for Product and Marketing teams
• **Offline support**
• All-hands support: Assist with occasional in-person sales or events as required

Requirements

• **Requirements**
• 1 to 3 years’ experience in a customer support or customer experience role, ideally within e-commerce
• Hands-on experience using customer service ticketing systems
• Strong reporting and administrative skills using Microsoft Office and Google Workspace
• Exposure to e-commerce platforms such as Shopify, BigCommerce, or Magento is advantageous
• Excellent written and verbal English communication skills, with the ability to adapt tone to a premium brand environment

Benefits

• **What’s On Offer**
• Exposure to an international e-commerce business and luxury brand portfolio
• Hands-on experience across both online and offline retail operations
• Mentorship and development with opportunities for increased responsibility
• A role with real impact on customer experience and brand integrity