Customer Service Assistant

About the Position:

Based in Australia we are looking for a happy friendly person to join our busy team.

We are seeking a proactive and detail-oriented Customer Service & Logistics Specialist to join our team.

This is a foundational role that combines both customer-facing sales and operational logistics.

The primary focus is to triage inquiries from customers and manage the customer journey as first point of contact. Helping customers find information and resolve concerns.

The successful candidate will serve as the first point of contact for customers. Triaging calls and providing customer support.

The role requires strong problem-solving skills, excellent spoken and written communication, and a commitment to outstanding customer satisfaction.



Core Responsibilities:

Customer Communication and Resolution:

Serve as the primary point of contact for all customer inquiries, including those related to package tracking, delivery delays, and missing or damaged shipments. Communicate updates and solutions clearly and empathetically.

Logistics and Carrier Management:

Proactively monitor and investigate shipment statuses. Liaise with shipping carriers to file claims, open investigations, and follow up on delayed or lost packages.


Administrative and System Management:

Manage customer tickets efficiently using Zendesk ticketing system. Perform data entry, complete administrative paperwork, and book freight pickups as needed.

Issue Triage/Escalation and Reporting:

Escalate complex or unresolved issues to senior tea ---------- mbers. Assist in creating and maintaining internal reports on shipping performance and customer feedback.

Key Performance Indicators:

Customer Satisfaction:

Ensure all customer inquiries and complaints are resolved efficiently and professionally, with a goal of returning all inquiries within the same business day.

Brand Promotion: Actively promote company products, sales events, and promotions, representing the brand in a professional manner.

Financial Acumen:

Consistently seek solutions that support the best financial outcomes for the company.

Requirements:

Excellent English communication skills both written and verbal

Proven customer service experience in the eCommerce environment

Ability to work independently and as part of a team, with a strong sense of responsibility and initiative

Problem-solving mindset with a focus on providing solutions and improving customer satisfaction

Experience using eCommerce platforms such as Maropost(neto)

Proficient in using software programs such as Zendesk, google drive, google docs, google sheets , or similar.

TO APPLY FOR THIS POSITION, FOLLOW THE INSTRUCTIONS BELOW:

Send your application to:

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Important:
Please label the Subject line of your email:

Job Application - Customer Service 2025

Required:
1. Subjectline of email must read: Job Application - Customer Service 2025
2. Include a Coverletter - outlining your relevant work experience
3. Include Your CV
4. Include a short video to introduce yourself
5. Let us know what your favourite hobby is