Administration & Customer Support Coordinator

Virtual Staff 365; Melbourne; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Remote work setup

Dayshift

Full-time

HMO

Annual leave

Christmas bonus

Job summary

Virtual Staff 365 is recruiting an Administration & Customer Support Coordinator for an Australian family-owned retailer specialising in home furnishings and renovation fixtures. You will handle customer enquiries, manage communications, and provide general operational support to ensure smooth day-to-day operations.

Key duties include responding to calls and emails, processing orders and returns, coordinating with warehouse and logistics, and maintaining accurate customer records while upholding

Qualifications

• 3 to 5 years of experience in customer service and administration.
• Availability to work 38 hours per week across a 7-day roster during Melbourne business hours.
• Strong product-learning capability and understanding of retail, inventory, delivery, and returns processes.
• Commercial acumen with the ability to balance customer outcomes with policy, cost, and business objectives.
• Excellent written and verbal communication skills with a natural grasp of conversational nuance.
• Confidence in handling customer enquiries without relying on scripted responses.

Responsibilities

• Answer inbound customer calls promptly and professionally while returning missed calls and voicemails within agreed timeframes.
• Ensure customers receive accurate information regarding products, orders, deliveries, returns, exchanges, warranties, and after-sales support.
• Manage sensitive customer complaints in a calm and professional manner and elevate complex matters to management when necessary.
• Maintain clear and solutions-focused communication with customers, suppliers, logistics partners, and internal teams.
• Prepare and process quotes, sales orders, returns, exchanges, and warranty enquiries in accordance with company procedures.
• Assist with order updates, payment-related enquiries, and general retail administration.
• Liaise with warehouse, sales, eCommerce, suppliers, and logistics partners to confirm order status.
• Apply approved freight, replacement, refund, and credit decisions consistently while considering business costs.
• Use approved business systems to track, update, and resolve customer requests.
• Record order numbers, ticket classifications, and resolution types accurately to support returns and cost reporting.
• Maintain accurate customer information and administrative records in compliance with privacy and record-keeping requirements.
• Flag recurring customer contact reasons and trends that point to operational, product, or service issues.

Skills

Customer service

Administration

Communication

Problem solving

Education

Certificate in eCommerce or Customer Service Management

Tools

Gorgias

Cloud phone system

ERP systems

POS

eCommerce platforms

Microsoft Office

Job description

Our client is an Australian family-owned retailer specialising in unique home furnishings, architectural hardware, and period-authentic renovation fixtures. They are dedicated to delivering high-quality products and excellent service to their customers across Australia.

They are now seeking to hire an Administration & Customer Support Coordinator to handle customer enquiries, manage communications, and provide general operational support. This role is vital for ensuring high customer satisfaction, maintaining cost control, and maximizing the effective use of internal business systems.

Job Responsibilities

Customer Support and Communication

• Answer inbound customer calls promptly and professionally while returning missed calls and voicemails within agreed timeframes
• Ensure customers receive accurate information regarding products, orders, deliveries, returns, exchanges, warranties, and after-sales support
• Manage sensitive customer complaints in a calm and professional manner and elevate complex matters to management when necessary
• Maintain clear and solutions-focused communication with customers, suppliers, logistics partners, and internal teams

Administration and Order Management

• Prepare and process quotes, sales orders, returns, exchanges, and warranty enquiries in accordance with company procedures
• Assist with order updates, payment-related enquiries, and general retail administration
• Liaise with warehouse, sales, eCommerce, suppliers, and logistics partners to confirm order status
• Apply approved freight, replacement, refund, and credit decisions consistently while considering business costs

System and Data Management

• Use approved business systems to track, update, and resolve customer requests
• Record order numbers, ticket classifications, and resolution types accurately to support returns and cost reporting
• Maintain accurate customer information and administrative records in compliance with privacy and record-keeping requirements
• Flag recurring customer contact reasons and trends that point to operational, product, or service issues

• 3 to 5 years of experience in customer service and administration
• Availability to work 38 hours per week across a 7-day roster during Melbourne business hours
• Strong product-learning capability and understanding of retail, inventory, delivery, and returns processes
• Commercial acumen with the ability to balance customer outcomes with policy, cost, and business objectives
• Excellent written and verbal communication skills with a natural grasp of conversational nuance
• Confidence in handling customer enquiries without relying on scripted responses

Nice-to-Have Skills

• Certification in eCommerce, Customer Service Management, or an equivalent discipline
• Experience supporting an Australian or eCommerce business
• Experience with customer service systems such as Gorgias
• Experience using a cloud phone system in a customer service environment
• Competence in Microsoft Office, ERP systems, point-of-sale, and eCommerce platforms

• Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rata)