E-Commerce Customer Service Representative - Remote

Overview

We are looking for a passionate and customer-focused E-Commerce Customer Service Representative to join our growing team. This role works closely with our Customer Service team based at our Head Office in Melbourne, supporting the day-to-day customer experience for our online beauty and skincare brand. The ideal candidate has a genuine love for beauty products, strong digital customer service experience, and the ability to deliver personalised, expert support that reflects our brand values.

In Short

• Respond to customer enquiries promptly and professionally via Gorgias across email, chat, and other integrated channels
• Provide expert product advice and personalised recommendations based on customer needs, skin type, and product knowledge
• Manage order-related concerns including tracking, delays, cancellations, returns, refunds, and replacements
• Coordinate with the Melbourne-based Customer Service agent and wider team to ensure consistent and aligned customer experiences
• Identify and escalate recurring customer concerns, complaints, or emerging trends to the relevant team members
• Maintain accurate customer interaction records within Gorgias and Shopify
• Support the team during promotional periods and campaign launches with timely and high-quality responses
• Stay up to date with product launches, ingredients, and brand messaging to ensure accurate and on-brand communication

Requirements

• Strong digital customer service experience
• Passion for beauty products
• Ability to deliver personalized support
• Experience with Gorgias and Shopify preferred
• Excellent communication skills

Benefits

• Competitive salary
• Opportunity to work in a dynamic team
• Career growth opportunities