E-Commerce Customer Experience Specialist

Eastvantage Careers; New South Wales; On-site; AUD 50,000 - 70,000; Full time

Job summary

Eastvantage Careers is seeking a Customer Experience Assistant to manage live chat and social media inquiries, while handling exchanges, refunds, and fraud cases. You will log faults, process credits, and track wholesale inquiries via Woocommerce.

The role involves monitoring reviews, preparing monthly CS reports (retention and NPS), and coordinating with the stockist/warehouse team as needed. Prior BPO with ecommerce exposure is preferred.

Qualifications

• 1–2 years of BPO experience, preferably with ecommerce account background.
• Experience responding to live chats and managing social media direct messages.

Responsibilities

• Respond to live customer enquiries via live chat.
• Manage customer questions on social media direct messages (Facebook and Instagram).
• Organise exchanges/refunds or faults to be replaced and log all issues.
• Monitor and respond to reviews on Product Review, Google Reviews and Facebook Reviews.
• Generate the Customer Service Monthly report including retention rates and NPS.

Skills

Live chat handling

Social media DM handling

Customer service

E-commerce account mgmt

Fraud handling

Tools

WooCommerce

HappyFox

Yotpo

Job description

Eastvantage Careers is seeking a Customer Experience Assistant to manage live chat and social media inquiries, while handling exchanges, refunds, and fraud cases. You will log faults, process credits, and track wholesale inquiries via Woocommerce.

The role involves monitoring reviews, preparing monthly CS reports (retention and NPS), and coordinating with the stockist/warehouse team as needed. Prior BPO with ecommerce exposure is preferred.