Customer Service Coordinator

Brooki Bakehouse; Brisbane; On-site; AUD 50,000 - 70,000; Full time

Benefits offered by this job

Friendly environment

Full training

Team handbook

Job summary

Brooki Bakehouse is seeking a Customer Service Coordinator in Brisbane to look after customers online via email, chat, social DMs and reviews. You’ll reply with a warm, personal tone and escalate when necessary to keep orders accurate and customers happy.

You’ll manage the Gorgias inbox, handle orders, refunds and changes, and coordinate with logistics, production, and marketing to ensure consistent, on-brand communications. A passion for baked goods helps!

Qualifications

• 1–2+ years in customer service, ideally in e-commerce, food, hospitality or retail.
• Excellent writing skills, with a warm, natural tone that still gets to the point
• Good judgement, including being comfortable saying "let me check" instead of guessing
• A calm, kind approach when a special occasion hasn\'t gone to plan
• Strong organisation and time management in a busy, shift-based inbox
• Reliability with deadlines, including weekly reporting
• Experience with Gorgias, Shopify, Klaviyo or review platforms
• Food allergen or food safety knowledge
• Experience with corporate or bulk orders
• A genuine love of baked goods (we\'ll find out in the interview)

Responsibilities

• Managing our Gorgias inbox, prioritising urgent enquiries and keeping to response targets
• Replying to social media DMs and comments, and flagging anything that needs escalating, like a complaint gaining traction publicly
• Helping with orders, deliveries, cake changes, missing or damaged items, refunds, store credit, allergens and product questions
• Checking orders, fulfilment and tracking in Shopify so every answer is accurate
• Following our resolution guidelines and getting approval before offering credits, refunds or replacements
• Handling allergen and food safety enquiries with care, and escalating serious concerns immediately
• Writing clear escalations to our logistics, production, quality, retail and marketing teams
• Responding to reviews in the Brooki voice
• Supporting discount code, sign-up and marketing email questions through Klaviyo
• Gathering details for corporate gifting and catering quotes
• Putting together a weekly report on complaints, recurring issues and trends

Skills

Customer service

Written communication

Time management

Organisational skills

Calm demeanour

Gorgias experience

Shopify experience

Klaviyo experience

Food allergen knowledge

Bulk/corporate orders

Tools

Gorgias

Shopify

Klaviyo

Job description

Customer Service Coordinator | Brooki Bakehouse
Brisbane · Full-time

Every order is someone's moment. Help us make it perfect.

The role

You'll look after our customers online, across email, chat, social DMs and reviews. Our style is more "nice café" than "call centre," so we want replies that feel personal, warm and considered. We care more about getting it right than getting it fast. You'll check every detail, solve what you can, and know when to bring in the right team.

What your day looks like

Managing our Gorgias inbox, prioritising urgent enquiries and keeping to response targets

Replying to social media DMs and comments, and flagging anything that needs escalating, like a complaint gaining traction publicly

Helping with orders, deliveries, cake changes, missing or damaged items, refunds, store credit, allergens and product questions

Checking orders, fulfilment and tracking in Shopify so every answer is accurate

Following our resolution guidelines and getting approval before offering credits, refunds or replacements

Handling allergen and food safety enquiries with care, and escalating serious concerns immediately

Writing clear escalations to our logistics, production, quality, retail and marketing teams

Responding to reviews in the Brooki voice

Supporting discount code, sign-up and marketing email questions through Klaviyo

Gathering details for corporate gifting and catering quotes

Putting together a weekly report on complaints, recurring issues and trends

You'll be great at this if you have

1–2+ years in customer service, ideally in e-commerce, food, hospitality or retail

Excellent writing skills, with a warm, natural tone that still gets to the point

Good judgement, including being comfortable saying "let me check" instead of guessing

A calm, kind approach when a special occasion hasn't gone to plan

Strong organisation and time management in a busy, shift-based inbox

Reliability with deadlines, including weekly reporting

Experience with Gorgias, Shopify, Klaviyo or review platforms

Food allergen or food safety knowledge

Experience with corporate or bulk orders

A genuine love of baked goods (we'll find out in the interview)

What's in it for you

A Friendly working environment

Full training and a detailed team handbook, so you're never left guessing

A supportive team and a product people genuinely love