Administration & Customer Support Coordinator
Posted Updated
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 Responsibilities
Customer 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)
As published by workable · 31 questions · 4 written answers
Basics
First name, Last name, Email, Headline, Phone, Address, Summary, Resume, Cover letter
Short answers (6)
- If you are shortlisted, we would like to contact you on Google Chat or MS Teams. Please provide your GChat or MS Teams email ID ("Gchat - sample@gmail.com" or "MS Teams - sample@email.com")
- Please provide a link to your LinkedIn profile.
- Please upload a 1-2 minute VIDEO recording summarising your work experiences. You can use any platform you prefer. Once recorded, upload your video to your preferred drive and share the link here. Ensure the link is accessible to anyone with the link. Record in your working area, ensure a quiet environment and maintain a professional appearance. Note that this is MANDATORY, and we cannot proceed with your application without it.
- Do you currently have any full-time, part-time, or side commitments? If yes, how much notice do you need to render, and how soon would you be able to start and fully commit to this role?
- Will you require maternity/paternity leave within the next 12 months? If not, then do you have any prior planned leaves? Please specify.
- What is your current internet service provider, and what alternative or back-up internet connection do you have in place?
Pick from a list (18)
- We’re seeking someone who can dedicate themselves fully to the role. Please apply only if you are not currently employed in another full-time position or can transition out of it before starting. Can you confirm that you’ll be available to start this role without any conflicting commitments, including part-time, full-time, or freelance work?
- Please note that as a requirement, we will implement a Time Tracker system. Its purpose is to ensure transparency for our clients, indicating our active involvement in our tasks, and to maintain an accurate record of daily working hours. Could you please confirm your willingness to use this system?
- If you are hired by us, you will be classified as an independent contractor, meaning we won't be covering any government-mandated benefits. Would you be comfortable with this arrangement?
- We receive compensation based on the hours we work. As a result, there will be months when our pay is higher. This occurs because certain months have more business days (Monday to Friday) compared to others. Kindly acknowledge if this is clear to you.
- Do you have at least 3 to 5 years of experience in customer service and administration?
- Do you have experience supporting a retail or eCommerce business?
- Do you have experience managing inbound phone and email customer enquiries?
- Do you have experience processing quotes, sales orders, returns, and warranties?
- Are you experienced in managing and resolving sensitive customer complaints?
- Do you have experience coordinating with warehouses or logistics partners for order updates?
- Do you have experience using eCommerce platforms such as Shopify?
- Do you have experience using customer service software such as Gorgias?
- Do you have experience using cloud phone systems such as 3CX?
- Are you available to work 38 hours per week across a 7-day roster during Melbourne business hours?
- How many monitor/s do you have available?
- I hereby authorise VirtualStaff365 to contact my previous employers, supervisors, and references for the purpose of verifying my employment history and qualifications. I consent to the collection and processing of my personal data in accordance with the Philippines’ Data Privacy Act of 2012 (Republic Act No. 10173).
- Please note that an active NBI clearance is required before we can process your application. Candidates without an active NBI clearance will not be considered until they obtain one. Do you understand and agree to this requirement?
- Do you currently have an active NBI clearance?
Written answers (4)
- In 100 words, please tell us about those experiences you had that is related to this role.
- What motivates you to seek a new opportunity and move on from your current/previous role?
- Please provide two direct report reference contacts (Name and Mobile No./Email add)
- If Only Applicable: If you selected "HIT", please briefly state the reason for the HIT (if known), and how many working days you were advised it would take to process. Write N/A if not applicable.
Attachments (3)
- Please attach a screenshot of your PC/Laptop specs.
- Please upload a screenshot of your internet speed test result using this link: https://fiber.google.com/speedtest/. STEPS: (1) Use Google Chrome browser (2) go to https://fiber.google.com/speedtest/ (3) Change the server to any Melbourne/Sydney provider (4) run the speed test (5) take a screenshot.
- Please upload a digital copy of your valid NBI Clearance. We also accept a screenshot of your NBI appointment or a valid Police Clearance as an alternative.