Careers
CUSTOMER SERVICE + OFFICE ADMIN
Location of workplace: Tweed Heads warehouse / office
Role: Permanent Part time (Monday – Friday, 8.00am – 2.00pm)
About this role:
We are seeking a detail-oriented and organized Customer Service and Admin Assistant to join our team. In this role, you will be responsible for providing exceptional service to our customers as well as assistant with day-to-day office tasks.
They will respond to enquiries, resolve issues or disputes, and ensure customer satisfaction through various channels such as email, chat, messages and DM’s (but not limited to). Working in this role you will be responsible for ensuring all orders are accurately and efficiently processed as well as process any returns.
In addition to Customer Service this person will be responsible for supporting various operational tasks. This includes working on ad hoc tasks such as (but not limited to) creating materials in Canva, assisting with content creation, managing filing systems, working on operational projects and systems and acting as a Personal Assistant to the Director.
Required skills and experience:
- Excellent attention to detail and. the ability to work autonomously
- Strong organizational skills and attention to detail
- Ability to work in a fast-paced environment and meet deadlines
- Basic computer skills, with experience using inventory management software and e-commerce platforms
- 1 year experience in Shopify
- Good communication skills and the ability to work effectively in a team
- Ability to multi task and handle high volume workload
- Problem-solving skills and a proactive approach to improving processes
- Familiar with Shopify, customer service platforms and shipping platforms
What this role involves:
Customer Care
- Customer Support: Respond to customer inquiries via email, chat, and all social channels in a timely and professional manner, addressing questions related to products, orders, shipping, and returns
- Order Management: Assist customers with queries regarding order placement, tracking, and status updates, ensuring a smooth purchasing experience
- Issue Resolution: Handle customer complaints and issues, providing effective solutions to ensure customer satisfaction and retention
- Returns and Exchanges: Manage the return and exchange process, including issuing refunds, coordinating replacements, and ensuring timely resolution according to company policies
- Product Knowledge: Maintain a strong understanding of the company’s products and services to effectively assist customers and provide accurate information
- Collaboration: Work closely with the team to resolve any order or product-related issues and provide feedback on common customer concerns
- Customer Feedback: Gather and report customer feedback to help improve products, services, and overall customer experience
- Proactive Assistance: Identify opportunities to enhance the customer experience by offering additional support or suggesting products that may meet their needs
- Fault Management: Accurately manage faulty process for the supplier
- Communications: Deliver consistent brand experience and tone of voice across all customer communications
- Templates: Regularly update chats / email templates / auto responses with relevant information
Office Administration + PA
- General Office Support: Maintain an organized and efficient office environment, ensuring all administrative tasks are completed accurately and on time.
- Data Entry & Record Keeping: Maintain and update databases, spreadsheets, and filing systems for easy retrieval and record accuracy.
- Inventory Management: Assist in tracking office supplies and product stock levels, coordinating with suppliers when necessary.
- Meeting Coordination: Schedule and organize meetings, preparing necessary documents and taking minutes if required.
- Supplier & Vendor Communication: Liaise with suppliers, couriers, and third-party service providers to ensure smooth operations.
- Accounts Assistance: Support with invoicing, expense tracking, and reconciling payments where required.
- Process & System Optimization: Identify inefficiencies in workflows and propose improvements to enhance office and operational efficiency.
- Compliance & Documentation: Ensure compliance with company policies
Personal Assistant to the Director Responsibilities
- Calendar & Schedule Management: Organize meetings, calls, and project deadlines to streamline business operations.
- Email & Communication Management: Assist in filtering and responding to business emails related to suppliers, influencers, wholesale inquiries, and partnerships.
- Influencer & Collaboration Support: Assist in managing influencer outreach, tracking gifted product campaigns, and handling content follow-ups.
- Market & Competitor Research: Conduct research on trends, competitors, and pricing strategies to inform marketing and product decisions.
- Social Media & Content Support: Assist in light content creation tasks such as scheduling posts, responding to DMs, and organizing UGC assets.
- Expense & Budget Tracking: Keep records of business expenses, invoices, and receipts for bookkeeping and budget oversight.
- Task Delegation & Follow-ups: Ensure that key action items from meetings and strategy sessions are tracked and completed by relevant team members.
- Ad Hoc Business Support: Provide assistance on various operational projects, whether it's setting up a new system, testing new tools, or assisting in product launches.