Customer Experience Specialist

Lifely; United States; A distancia; USD 42.000 - 66.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Work from home

Healthcare benefits

Career development

Descripción de la vacante

Lifely is seeking a full-time Customer Experience Specialist to support Australian online customers. You will handle inquiries across phone, email, and live chat, troubleshoot issues, and guide customers through returns and refunds in a fast-paced ecommerce environment.

The ideal candidate has 3+ years in customer service, experience with Zendesk or similar tools, and strong communication skills. You will work Australian and US business hours, with a remote home-based setup and opportunities for

Formación

• 3+ years in customer service or call centre
• Experience handling returns, exchanges, refunds, and order issues
• Experience with phone, email, or live chat
• Strong communication and interpersonal skills
• Business-fluent English
• Experience with CRM/helpdesk software (Zendesk, Freshdesk, Gorgias)
• Experience with Shopify or other ecommerce platforms
• Availability during Australian and US business hours

Responsabilidades

• Respond to customer inquiries via phone, email and live chat
• Troubleshoot product or order issues and provide solutions
• Process customer returns, exchanges and refunds
• Assist with product research and make recommendations
• Identify trends and pain points to improve operations
• Contribute to process improvements in customer service
• Work during Australian business hours to align with customer needs

Conocimientos

Customer service

Communication

CRM software

Shopify

English fluency

Herramientas

Zendesk

Freshdesk

Gorgias

Descripción del empleo

Join Lifely as a full-time Customer Experience Specialist. In this role, you will be responsible for providing exceptional customer service and support to our Australian online customers. This is a great opportunity to be a part of a fast-paced, dynamic eCommerce business.

What you’ll be doing

• Respond to customer inquiries and complaints via phone, email and live chat channels
• Troubleshoot product or order issues and provide solutions to ensure a positive customer experience
• Process customer returns, exchanges and refunds in a timely manner
• Assist with product research and provide recommendations to customers
• Identify customer trends and pain points to help improve our operations and service
• Contribute to the continuous improvement of our customer service processes and procedures
• Work during Australian business hours to align with customer needs

About us

Lifely is a leading eCommerce company specialising in innovative home and lifestyle products. With a strong presence in Australia and expanding globally, we are committed to providing our customers with exceptional products and services. Our diverse and talented team is passionate about creating a positive impact on the lives of our customers.

What we’re looking for

• 3+ years of experience in a customer service or call centre role, preferably in an eCommerce or retail environment
• Prior hands-on experience with returns, exchanges, refunds, and order issue resolution
• Experience handling customer support through phone, email, or live chat
• Strong communication and interpersonal skills with the ability to build rapport with customers
• Business-fluent English to effectively communicate with customers
• Experience with customer service or helpdesk software (e.g., Gorgias, Zendesk, Freshdesk, or a similar CRM/helpdesk tool)
• Experience with Shopify or other eCommerce platforms for customer support functions
• Availability during Australian business hours and US business hours

What we offer

• Competitive salary
• Comprehensive healthcare and insurance benefits
• Opportunities for career development and advancement
• Work from Home role