Customer Support Specialist

Our client is a premier Australian importer and distributor of high-quality nursery and baby products. They deliver premium prams, travel systems, and accessories to consumers and retail partners across Australia via their e-commerce store, independent stockists, and industry expos. As a fast-moving, family-owned business, they are dedicated to operational excellence, clear communication, and outstanding customer care. They are now seeking to hire a Customer Support Specialist to deliver responsive, end-to-end support for consumers and retail partners across multiple communication channels. This role plays a vital part in driving high customer satisfaction, resolving order and warranty enquiries efficiently, and ensuring seamless operations between internal teams, warehouses, and stockists. Job ResponsibilitiesCustomer Support & Enquiries Provide warm, responsive customer and retailer support across phone, email, live chat, and messaging channels Answer product, order, delivery, warranty, and troubleshooting enquiries with accuracy and care Handle complex or sensitive customer situations with patience, discretion, and empathy Request customer feedback and reviews at appropriate touchpoints to support service excellence Order & Inventory Operations Track customer orders and backorders proactively to provide accurate stock availability updates and ETAs Record all interactions thoroughly in the helpdesk platform to ensure complete case histories Manage case resolution actively to minimise overdue or unassigned customer tickets Stakeholder Coordination Liaise with local operations, warehouse staff, and freight providers to resolve shipping and delivery issues Provide dedicated support and issue resolution for independent retail stockists Process & Quality Improvement Maintain internal knowledge bases, FAQs, response templates, and procedure notes Identify recurring product or service issues and suggest practical workflow improvements Utilise approved AI tools to assist in drafting non-sensitive customer communications and documentation Minimum 2 years of experience in customer service, e-commerce support, or order management Outstanding written and verbal English skills with a clear, professional tone Demonstrated experience managing both inbound and outbound customer support calls Strong organisational skills with the ability to manage competing priorities independently Sound commercial judgement when handling warranties, returns, and sensitive information Nice-to-Have Skills Previous experience supporting Australian customers by phone Background in retail, consumer goods, nursery products, or logistics support Experience using helpdesk, e-commerce, or order management platforms such as Dixa, Shopify, or Cin7 Practical experience using AI tools to draft communications and streamline administrative tasks Permanent work-from-home set-up Dayshift (Australian Eastern Standard Time business hours) Full-time job HMO (STAFF only) Annual leave 13-month pay With Government mandated benefits #J-18808-Ljbffr