Customer Care & Solutions Specialist

Commonwealth Bank Of Australia; Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Team Member discount card for Kmart, B

Wesfarmers partner offers

Job summary

T2 in Scoresby, VIC is seeking a Customer Care Consultant to deliver outstanding service across phone, email, chat, and social channels from our Melbourne-area office.

You will manage inquiries, resolve issues, coordinate with internal teams, and help grow our customer experience program with automation and data insights.

The permanent full‑time role offers a hybrid working arrangement and opportunities to develop within a fast-paced tea retailer environment.

Qualifications

• 2+ years leading customer care/customer experience in a multi-channel retailer.
• Experience handling inquiries via phone, email, chat, and social channels.
• Strong communication and relationship-building skills.
• Experience with CRM and data-driven improvement.

Responsibilities

• Providing outstanding customer service via phone and email.
• Managing customer enquiries and resolving issues quickly and effectively.
• Following up on orders to ensure delivery expectations are met.
• Investigating and escalating issues when required.
• Building strong relationships with customers and internal stakeholders.
• Identifying opportunities to improve processes and customer outcomes.
• Supporting administrative tasks and maintaining accurate records.

Skills

CRM software

Communication skills

Problem solving

Multichannel support

Team collaboration

MS Office

Gorgias

Shopify

Recharge

Global-e

Empathy

Tools

Gorgias

Shopify

Recharge

Global-e

Job description

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An Exciting Supply Chain Career Awaits We are expanding our team and are in search of a dynamic Customer Care Consultant to help fuel our growth within Australias rapidly evolving 4th Party Logistics (4PL) sector. This role offers the chance to engage with one of the fastest-growing categories in Australian logistics, providing substantial opportunities for career advancement.

Why Choose cora Group? Experience a supportive management team that is focused on nurturing talent and fostering a positive work culture.

• Be part of a leading team in a fast-growing industry sector.
• Great office location with easy walks through lakes, waterfalls, and gardens.
• Enjoy a competitive salary with a bonus scheme and a special day off for your birthday!

Our Values:

• Unity: We Walk Together
• Integrity: We Are Our Word
• Courage: Embrace Every Challenge
• Responsibility: Pride In Our Environment
• Innovation: Create “Different”

The Role: The Customer Care Consultant will play a crucial role in delivering excellent customer service and support to cora’s clients. This role serves as the primary point of contact for addressing inquiries, resolving issues, and ensuring customer satisfaction. This role requires strong communication skills, problem-solving abilities, an empathetic mindset and an understanding of logistics and supply chain management.

The successful candidate will be responsible for:

• Building and maintaining strong relationships with our customers and suppliers
• Managing inbound customer calls and email enquiries including pickups, tracking, POD and quote requests
• Liaise with our suppliers to effectively resolve issues in a timely manner
• Work closely with other members of the Customer Care and Customer Experience teams to create solutions for critical customer issues
• Proactively manage critical shipments for major customers
• Effectively utilise the company CRM to ensure all correspondence is entered accurately and updated consistently
• Escalate critical issues internally to the Customer Care Lead and/or relevant Customer Success Manager

The successful candidate will have:

• Excellent verbal and written communication skills, with the ability to effectively communicate complex information to customers of varying backgrounds
• Love going the ‘extra mile’ and have a passion for problem solving
• Strong interpersonal skills, with the ability to build rapport, establish trust, and maintain positive relationships with customers and suppliers
• Familiarity with CRM software and proficiency in Microsoft Office Suite
• Highly organised and detail-oriented, with the ability to manage multiple customer enquiries and prioritise tasks effectively in a fast-paced environment
• Ability to work collaboratively in cross-functional teams to achieve shared goals
• Knowledge of logistics and supply chain management concepts, including transportation, warehousing, and inventory management is highly regarded but not essential for the right candidate

Reporting to the Director of Retail & Wholesale, the Customer Care Manager leads how T2 looks after customers wherever they find us: in our stores, online, through Tea Society and Sipscription, and on the shelves of our wholesale partners. You'll lead Customer Care across Australia, New Zealand and the rest of the world from our Melbourne Support Office, with a small permanent team plus a seasonal crew for peak.

This isn’t a role about clearing tickets. You’ll make service faster and more on-brand, put AI and automation to work on the routine stuff so your team can focus on the conversations that matter, and turn helpful chats into confident purchases. Just as importantly, you’ll take what customers tell us to the people who can fix it, so they need to contact us less. You’ll be as at home in Gorgias as you are presenting customer insight to senior leaders, with a genuine curiosity about tea to match.

Leading service across email, chat, social, phone and reviews in Gorgias, with clear service levels and fair, consistent handling of escalations and complaints

Being the go‑to support line for our store teams, and making sure customers get the same answer in store as they do online

Resolving online, international and subscription queries end to end across Shopify, Recharge and Global‑e, working with partners such as DHL to close the loop

Owning the automation roadmap and the Gorgias AI Agent: deciding what AI handles, when people step in, and keeping the Help Centre accurate and on‑brand

Building a pre‑purchase selling capability with tea, gifting and teaware advice, growing Sipscription and Tea Society, and bringing Orange Service to every conversation

Running T2’s Voice of Customer programme, from contact‑reason tagging and surveys to customer listening projects and a monthly insight report

Partnering with Product, Buying, Supply Chain, Marketing, Retail and Wholesale to turn insight into better products, processes and policies

Forecasting contact volumes across our trading calendar (Mother’s Day, Black Friday, Christmas and more), building lean seasonal resourcing and managing the Customer Care budget

Leading, coaching and growing a small, capable team, and looking after their wellbeing in a demanding role

2+ years leading customer care/customer experience teams in a multi‑channel retailer with stores & online

Hands‑on experience with Gorgias (or similar) and Shopify; experience with Recharge and Global‑e is highly regarded

A track record of introducing automation and AI into customer service, and bringing your team with you

Experience turning customer service into a sales channel and owning sales targets

Experience running a Voice of Customer or feedback programme that led to measurable change

Strong data literacy, with the ability to turn numbers and customer comments into a clear story

Proven ability to influence across functions and with senior leaders

Working knowledge of Australian and New Zealand consumer and privacy law

Excellent written communication, with the ability to write in the T2 brand voice

A genuine curiosity about tea

Enjoy a 50% discount to spoil yourself, plus endless cups of tea.

Get recognition and rewards. T2 celebrates our teams’ contributions through our Moment Makers program, featuring exciting prizes.

Volunteer leave day per year with a purpose aligned organisation.

Workplace policies with impact: Gender equity policy, Equitable remuneration policy and Flexible working arrangement options

Employee Assistance Program (EAP).

T2 Community Crew ensures we celebrate every occasion in the calendar – bringing fun and excitement to life at T2.

Our head office is located in vibrant Collingwood, conveniently close to a range of great cafés and well‑connected public transport options, including both train and tram services. We also offer a hybrid working arrangement.

No agencies please – we have this one brewing in‑house.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Customer Care Consultant - Scoresby, VIC

Are you someone who loves helping people and solving problems?

Join our Customer Care team and be the go‑to person for customers when they need support. Every day is different. You’ll answer enquiries, investigate solutions, manage orders, and work closely with teams across the business to deliver an outstanding customer experience.

If you’re a strong communicator who enjoys fast‑paced work and takes pride in helping customers, we’d love to hear from you.

This is a Permanent Full‑time opportunity located at our Scoresby VIC office!

• Providing outstanding customer service via phone and email
• Managing customer enquiries and resolving issues quickly and effectively
• Following up on orders to ensure delivery expectations are met
• Investigating and escalating issues when required
• Building strong relationships with customers and internal stakeholders
• Identifying opportunities to improve processes and customer outcomes
• Supporting administrative tasks and maintaining accurate records

• Previous customer service experience (2+ years preferred)
• Strong communication and relationship‑building skills
• A proactive and solutions‑focused mindset
• Ability to work in a fast‑paced environment and manage competing priorities
• High attention to detail and problem‑solving skills
• A team player who enjoys helping others succeed
• Resilience, accountability, and a commitment to delivering great customer outcome

• Exclusive Perks: Team Member discount card for Kmart, Bunnings, Target & Officeworks, FREE One Pass subscription & Wesfarmers discounted offers from over 400 retail partners
• Continuous training and career development opportunities
• Team events, celebrations, award recognition and prizes
• Employee Assistance Program: wellbeing support for you and your immediate family - covering counselling, coaching, financial advice, legal guidance, nutritional services, & more!
• Fitness Passport