Customer Experience Specialist - Multichannel Support

Harrison McMillan Pty Ltd; Adelaide; On-site; AUD 55,000 - 75,000; Full time

Job summary

Harrison McMillan Pty Ltd in Adelaide is seeking a Customer Experience Representative to join a busy team, handling customer enquiries and support across multiple channels.

You will resolve issues, manage orders, returns and post-purchase queries, and document interactions while maintaining a customer-first approach. Experience with Zendesk or similar helpdesk systems is valued, as is the ability to multitask across phone, email, live chat and social channels.

Qualifications

• Previous experience in customer service or customer experience roles.
• Strong communication skills and a positive, customer-first approach.
• Ability to multitask and stay organised across multiple channels and priorities.
• Retail or eCommerce experience is advantageous.
• Experience with helpdesk/ticketing systems (e.g. Zendesk) is highly regarded but not essential.

Responsibilities

• Respond to customer enquiries via phone, email, live chat, social media and online contact forms in a friendly, professional and timely manner.
• Manage complaints and more complex enquiries, investigating issues and working with internal teams to reach the right resolution.
• Review online orders, providing updates and assisting with delivery, fulfilment and other order-related enquiries.
• Support customers with returns, exchanges, refunds and other post-purchase queries.
• Liaise with stores on Click & Collect orders and other fulfilment matters.
• Communicate with stores to help resolve customer and order issues.
• Manage incoming support tickets, live chat and contact forms, ensuring enquiries are prioritised and closed out appropriately.
• Maintain accurate records of customer interactions and flag recurring issues or trends.
• Provide general administrative support to the wider CX team as needed.

Skills

Customer service

Communication skills

Multitasking

Organization

Tools

Zendesk

Job description

Harrison McMillan Pty Ltd in Adelaide is seeking a Customer Experience Representative to join a busy team, handling customer enquiries and support across multiple channels.

You will resolve issues, manage orders, returns and post-purchase queries, and document interactions while maintaining a customer-first approach. Experience with Zendesk or similar helpdesk systems is valued, as is the ability to multitask across phone, email, live chat and social channels.