Customer Service Representative

Workscene; Sydney; On-site; AUD 52,000 - 64,000; Full time

Job summary

Workscene in Sydney is seeking a Customer Service Representative to be the frontline, handling online inquiries across chat, email and phone. You will resolve concerns, process orders, and help customers feel heard and valued, contributing to a positive brand image.

Experience in online retail and familiarity with e-commerce platforms are preferred. You’ll collaborate with colleagues to refine service strategies, maintain product knowledge, and ensure accurate records while delivering friendly,

Qualifications

• Experience in customer service, preferably online retail.
• Strong written and verbal communication skills.
• Familiarity with e‑commerce systems and practices.

Responsibilities

• Address online inquiries and concerns professionally.
• Process orders, returns, and exchanges accurately.
• Maintain product knowledge for tailored solutions.
• Record and manage customer feedback.
• Collaborate to improve service strategies.
• Handle administrative tasks for CS as required.
• Foster positive relationships to build loyalty.
• Use CS software to track interactions and outcomes.
• Engage with customers via phone, email, and live chat.

Skills

Customer service

Online retail

Digital tools

Written comms

Verbal comms

Problem solving

Tools

CRM software

Live chat

Job description

As a Customer Service Representative at Workscene, you will be the front line in delivering an exceptional service experience to our customers. Your role will involve managing a variety of online customer interactions, ensuring that each customer feels heard, helped, and valued. You will be responsible for handling inquiries, resolving concerns, and maintaining a positive company image with every interaction.

Key responsibilities

• Address online customer inquiries and concerns with professionalism and patience.
• Process orders, returns, and exchanges with accuracy and efficiency.
• Maintain in-depth knowledge of products to offer tailored solutions.
• Record and manage customer feedback and elevate issues when necessary.
• Collaborate with colleagues to enhance customer service strategies.
• Contribute to team efforts by achieving related results as needed.
• Handle administrative tasks related to customer service as required.
• Foster positive relationships with customers to build loyalty and satisfaction.
• Use customer management software to track interactions and outcomes.
• Engage with customers across various channels including phone, email, and live chat.

About you

• Experience in a customer service role, preferably within an online retail environment.
• Strong command of digital communication tools and platforms.
• Exceptional written and verbal communication skills.
• A customer-first mindset with the ability to problem-solve and provide solutions.
• Familiarity with e-commerce systems and practices.
• A track record of reliability and discretion with sensitive information.
• The ability to work flexibly and adapt to a fast-paced online retail setting.