Senior Customer Service & Operations Coordinator
Posted Updated
Our client is an Australian family-owned retailer specialising in unique home furnishings, architectural hardware, and period-authentic renovation fixtures. They provide high-quality products and bespoke solutions to residential and commercial customers across the country.
They are now seeking to hire a Senior Customer Service & Operations Coordinator to act as the second-in-charge to the Customer Service Manager and drive operational excellence. This role is essential for leading complex issue resolution, guiding the support team, and maintaining high service standards to ensure a seamless customer experience.
Job Responsibilities
Operational Leadership and Support
- Act as the first point of operational support for team members and provide guidance on complex matters
- Step in for the Customer Service Manager during absences to coordinate daily priorities and workload
- Coach and guide the team in effective communication and consistent issue resolution
Customer Service and Issue Resolution
- Manage complex customer complaints, delivery issues, and warranty matters directly
- Respond to customer enquiries via phone, email, and digital channels during peak periods
- Negotiate practical and commercially appropriate resolutions in line with company policies
- Support retail administration tasks including quotes, sales orders, returns, and exchanges
Process Improvement and System Management
- Maintain and improve Gorgias macros, ticket workflows, tags, and knowledge-base content
- Review recurring enquiry types and ticket data to identify efficiency and quality improvements
- Partner with management to develop and implement practical workflow improvements
- Ensure accurate recording of order numbers and resolution types to support reporting
Stakeholder Collaboration
- Coordinate with warehouse, sales, eCommerce, suppliers, and logistics partners
- Escalate material concerns and service risks to the Customer Service Manager
- Maintain clear and accurate records of decisions, commitments, and order details
Requirements
- Minimum 5 years of customer service experience in retail or eCommerce
- Demonstrated experience in senior support, mentoring, or team leadership
- Proven ability to manage difficult conversations and complex escalations independently
- Strong understanding of retail, online orders, inventory, and returns processes
- Experience using a cloud phone system in a customer service environment
- Excellent written and verbal English communication skills
Nice-to-Have Skills
- Certification in eCommerce or Customer Service Management
- Experience using NetSuite and Shopify
- Strong hands-on capability with Gorgias including macros and workflows
- Practical experience using AI tools like Claude to improve response quality and team efficiency
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)
Skills
As published by workable · 29 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 (16)
- 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?
- 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 5 years of customer service experience?
- Do you have experience working in the retail or eCommerce industry?
- Do you have experience mentoring or leading a customer service team?
- Do you have experience managing complex customer complaints and escalations?
- Do you have experience reviewing service data to identify process improvements?
- Do you have experience coordinating with warehouses or logistics partners?
- Do you have experience using cloud phone systems for inbound and outbound calls?
- Do you have experience using ERP or point-of-sale systems?
- 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.