Job Description
Our client is an Australian family-owned retailer specialising in unique home furnishings, architectural hardware, and period-authentic renovation fixtures. They are dedicated to delivering high-quality products and excellent service to their customers across Australia. They are now seeking to hire an Administration & Customer Support Coordinator to handle customer enquiries, manage communications, and provide general operational support. This role is vital for ensuring high customer satisfaction, maintaining cost control, and maximizing the effective use of internal business systems.Job ResponsibilitiesCustomer Support and Communication
Answer inbound customer calls promptly and professionally while returning missed calls and voicemails within agreed timeframes
Ensure customers receive accurate information regarding products, orders, deliveries, returns, exchanges, warranties, and after-sales support
Manage sensitive customer complaints in a calm and professional manner and escalate complex matters to management when necessary
Maintain clear and solutions-focused communication with customers, suppliers, logistics partners, and internal teams
Administration and Order Management
Prepare and process quotes, sales orders, returns, exchanges, and warranty enquiries in accordance with company procedures
Assist with order updates, payment-related enquiries, and general retail administration
Liaise with warehouse, sales, eCommerce, suppliers, and logistics partners to confirm order status
Apply approved freight, replacement, refund, and credit decisions consistently while considering business costs
System and Data Management
Use approved business systems to track, update, and resolve customer requests
Record order numbers, ticket classifications, and resolution types accurately to support returns and cost reporting
Maintain accurate customer information and administrative records in compliance with privacy and record-keeping requirements
Flag recurring customer contact reasons and trends that point to operational, product, or service issues
Requirements
3 to 5 years of experience in customer service and administration
Availability to work 38 hours per week across a 7-day roster during Melbourne business hours
Strong product-learning capability and understanding of retail, inventory, delivery, and returns processes
Commercial acumen with the ability to balance customer outcomes with policy, cost, and business objectives
Excellent written and verbal communication skills with a natural grasp of conversational nuance
Confidence in handling customer enquiries without relying on scripted responses
Nice-to-Have Skills
Certification in eCommerce, Customer Service Management, or an equivalent discipline
Experience supporting an Australian or eCommerce business
Experience with customer service systems such as Gorgias
Experience using a cloud phone system in a customer service environment
Competence in Microsoft Office, ERP systems, point-of-sale, and eCommerce platforms
Benefits
Permanent work-from-home set-up
Dayshift (Australian business hours)
Full-time job
HMO
Annual leave
Christmas Bonus equivalent to 1 month's wage (pro-rata)
Originally posted on Himalayas
Answer inbound customer calls promptly and professionally while returning missed calls and voicemails within agreed timeframes
Ensure customers receive accurate information regarding products, orders, deliveries, returns, exchanges, warranties, and after-sales support
Manage sensitive customer complaints in a calm and professional manner and escalate complex matters to management when necessary
Maintain clear and solutions-focused communication with customers, suppliers, logistics partners, and internal teams
Administration and Order Management
Prepare and process quotes, sales orders, returns, exchanges, and warranty enquiries in accordance with company procedures
Assist with order updates, payment-related enquiries, and general retail administration
Liaise with warehouse, sales, eCommerce, suppliers, and logistics partners to confirm order status
Apply approved freight, replacement, refund, and credit decisions consistently while considering business costs
System and Data Management
Use approved business systems to track, update, and resolve customer requests
Record order numbers, ticket classifications, and resolution types accurately to support returns and cost reporting
Maintain accurate customer information and administrative records in compliance with privacy and record-keeping requirements
Flag recurring customer contact reasons and trends that point to operational, product, or service issues
Requirements
3 to 5 years of experience in customer service and administration
Availability to work 38 hours per week across a 7-day roster during Melbourne business hours
Strong product-learning capability and understanding of retail, inventory, delivery, and returns processes
Commercial acumen with the ability to balance customer outcomes with policy, cost, and business objectives
Excellent written and verbal communication skills with a natural grasp of conversational nuance
Confidence in handling customer enquiries without relying on scripted responses
Nice-to-Have Skills
Certification in eCommerce, Customer Service Management, or an equivalent discipline
Experience supporting an Australian or eCommerce business
Experience with customer service systems such as Gorgias
Experience using a cloud phone system in a customer service environment
Competence in Microsoft Office, ERP systems, point-of-sale, and eCommerce platforms
Benefits
Permanent work-from-home set-up
Dayshift (Australian business hours)
Full-time job
HMO
Annual leave
Christmas Bonus equivalent to 1 month's wage (pro-rata)
Originally posted on Himalayas
Work mode: remote