Casual Customer Care Agent

Crop Shop Boutique Pty; Gold Coast City; Hybrid; AUD 45,000 - 60,000; Part time

Benefits offered by this job

Hybrid work model - in-office & WFH

Short Term Incentive Program

Parental leave package

Gym at CSB HQ

Team events & initiatives

Be part of empowerment mission

Job summary

Crop Shop Boutique Pty invites a Customer Care Agent to join on a casual, six-month term, delivering exceptional service across the shopping journey. You will manage the Gorgias inbox, triage tickets, and collaborate with teams to improve product signals and launches.

You are hands-on, adaptable, with strong problem-solving and communication skills, able to work both independently and in a team, in a fast-paced fashion and fitness-focused environment.

Qualifications

• Experience in online customer service
• Ability to communicate clearly in writing and verbally
• Experience using Shopify and Gorgias preferred
• Ability to manage multiple channels (email, social, live chat)
• Comfort with data hygiene and tagging
• Ability to work both independently and in a team environment
• Customer-centric mindset with problem-solving focus

Responsibilities

• Assist manage the Gorgias omnichannel inbox with on-brand tone, fast SLAs and first-contact resolution.
• Triage and prioritise tickets using tags/macros and clear escalation paths.
• Maintain data hygiene: tagging, notes, and dispositions.
• Collaborate with cross-functional teams to flag issues and provide customer sentiment ahead of launches.
• Work autonomously and as part of a team to hit KPIs.
• Operate with privacy and security of customer data, following CSB policies.
• Be flexible for seasonal spikes and after-hours roster while upholding SLAs.

Skills

Customer service

Communication

Fast-paced work

Team collaboration

Independent work

Problem solving

Adaptability

Positive attitude

Passion for fitness & fashion

Tools

Shopify

Gorgias

Job description

Please note this is a casual, 6 month maximum term contract.

About the Role

The Customer Care Agent will be responsible for assisting customers across every stage of their shopping experience with CSB. To be successful in this role, you must be hands-on, people-orientated and adaptable, with outstanding problem-solving skills.

Being a constant point of contact for customers, you have the opportunity to create and/or completely transform a customer's experience. The Customer Care Agent will be play a pivotal role in ensuring that all customers are handled in a timely manner and to the service standards required.

Key Responsibilities:

• Assist manage the Gorgias omnichannel inbox (email, social DMs/comments, live chat) with on-brand tone, fast SLAs, and first-contact resolution as the default.
• Triage and prioritise tickets using tags/macros and clear escalation paths.
• Maintain data hygiene: consistent tagging, accurate notes, and clean dispositions.
• Partner cross-functionally with other teams to elevate product quality signals, flag campaign issues, and provide customer sentiment ahead of launches.
• Work autonomously and as a team to hit KPIs.
• Operate with compliance discipline: privacy/security of customer data and adherence to CSB policies.
• Peak-ready cadence: flex for seasonal spikes and after-hours coverage on a roster; uphold SLAs without compromising quality.

About You

• A strong customer service background and understanding of the importance of excellent customer service.
• Demonstrated strong written and verbal communication skills.
• Ability to work in a fast-paced environment.
• The ability to work independently on a day-to-day basis, and also work in a team environment, maintaining a strong rapport with internal and external stakeholders.
• Previous experience in online customer service with working knowledge of key systems (Shopify and Gorgias preferred).
• Be able to analyse technical issues and provide adequate solutions or elevate problems.
• Ability to follow processes and procedures and search for ways to improve.
• Demonstrated experience in problem-solving and going the extra mile for client queries.
• A positive and flexible attitude.
• A passion for fitness and fashion.

Why Join CSB?

• Hybrid work model - balance of in-office & WFH
• Short Term Incentive Program
• Parental leave package for both parents
• State-of-the-art gym at CSB HQ
• Be a part of our mission to empower women worldwide
• Exciting team events & initiatives