eCommerce & Customer Service Administration Officer

CSD Brands; City of Melbourne; Presencial; AUD 60 000 - 75 000; Tempo integral

Resumo da oferta

CSD Brands in Melbourne is seeking an eCommerce & Customer Service Administration Officer to bridge online and offline customer journeys.

You will manage emails, live chats, and calls, assist with order changes, returns, and refunds, and coordinate product data across channels. This role supports retail teams, handles studio shoots, and ensures smooth operations across the brand's ecommerce platforms.

Qualificações

• Minimum 2 years of customer service experience in an eCommerce or retail environment.
• Proficient in Microsoft Office Suite.
• Demonstrated experience with eCommerce platforms.
• Strong written and verbal communication skills.
• Experience with customer service systems and live chat tools.

Responsabilidades

• Manage emails, live chat requests and phone calls in a professional and friendly manner.
• Support the processing or communication of order cancellations, returns, exchanges, and refunds when required.
• Manage and resolve customer delivery issues with Australia Post & DHL.
• Conduct fraud checks on high-risk customer orders.
• Assist in-store retail teams with customer enquiries and requests.
• Respond to customer service-related direct messages and comments on social media posts/adverts.
• Keep up to date with best industry practices for online customer experience and journey to inform the team on insights and ideas for improvements.
• Monitor and respond to Google reviews and elevate where necessary.
• Re-write and create macro auto responses as needed.

Conhecimentos

Customer service experience

Written & verbal communication

Live chat tools

Ecommerce platforms

Microsoft Office Suite

Ferramentas

Microsoft Office Suite

Ecommerce platforms

Customer service systems

Live chat tools

Descrição da oferta de emprego

eCommerce & Customer Service Administration Officer

Join Our Dynamic Team as an eCommerce & Customer Service Administration Officer!
Where digital meets detail and every touchpoint matters.

Are you a detail-obsessed multitasker who thrives in a fast-paced, customer-focused environment? Do you love the buzz of eCommerce, the satisfaction of seamless processes, and the magic of making every customer feel seen and valued?

We’re on the lookout for a proactive and passionate eCommerce & Customer Service Administration Officer to become the glue that holds our digital and operational worlds together. This is not your average admin role — you’ll be at the heart of our online and offline customer journey, collaborating across teams and departments to ensure everything runs like clockwork.

Online Customer Service

Manage emails, live chat requests and phone calls in a professional and friendly manner.

Support the processing or communication of order cancellations, returns, exchanges, and refunds when required.

Manage and resolve customer delivery issues with Australia Post & DHL.

Conduct fraud checks on high-risk customer orders.

Assist in-store retail teams with customer enquiries and requests.

Respond to customer service-related direct messages and comments on social media posts/adverts.

Keep up to date with best industry practices for online customer experience and journey to inform the team on insights and ideas for improvements.

Monitor and respond to Google reviews and elevate where necessary.

Re-write and create macro auto responses as needed.

Ecommerce Administration Support

Assist eCommerce Managers with all product data (names, categories, descriptions, size guides and images) across all online channels.

Assist with the product data maintenance across online stores and marketplaces.

Support with any issues that may arise with B2C online orders through marketplaces and owned channels.

Create a regular feedback loop to ecommerce and product teams of key customer requests, enquiries or concern that may inform changes to online i.e. updating size guides due to customer complaints about items not fitting.

Monitor and resolve any order issues for online customers.

Assist with testing EDM communications for all online platforms.

Support the brand and digital team with sample preparation, shoot list creation, and sample management throughout studio shoots.

Assist the Retail Marketing & Studio Coordinator with the execution of all eCommerce studio shoots.

Manage the flow of studio shoot imagery and content, including handover to external retouches and filing within relevant shared drives.

Support with any ad hoc tasks required by the team.

Maintain a clean, safe, and organised studio space.

General Office Administration

Help brand and digital marketing team with packing samples or steaming garments for shoots when required.

Ensure office supplies are maintained, including checking inventory to always ensure adequate levels of necessary supplies.

Assist with execution of employee culture events.

Provide support to Facilities Manager where required.

Wholesale Customer Service & Admin Support

Monitor and resolve any order issues for wholesale customers.

Assist wholesale manager with all product data (names, categories, descriptions, size guides and images) across all platforms.

Required Skills

Proficient in Microsoft Office Suite

Demonstrated experience with eCommerce platforms

Strong written and verbal communication skills

Experience with customer service systems and live chat tools

Minimum 2 years of customer service experience in an eCommerce or retail environment