Customer Service Admin

Responsibilities: — Answer incoming customer calls during peak times when the Australian team is busy. — Respond to customer emails and support tickets within the help desk. — Provide order updates, tracking numbers, and delivery timeframes. — Calmly and professionally address customer complaints, escalating them as appropriate. — Manage out-of-stock (nil stock) orders by contacting customers, sending standard email notifications, and completing follow-ups within required timeframes. — Log and resolve call-back requests and help desk cases. — Look up and update customer order details, maintaining precise notes and ticket tags. — Hand over refunds, returns, warranty claims, and complex inquiries to the Senior Lead with comprehensive, clear notes. Requirements: — At least 2 years of customer service experience handling both phone and email inquiries, ideally supporting Australian, US, or UK customer bases. — Excellent written and spoken English, paired with a polite and clear phone manner. — Strong attention to detail with the discipline to review all work before sending. — Ability to follow defined operational procedures precisely and ask questions when unsure. — Ability to draft original customer responses in your own voice rather than relying heavily on automated or AI generation tools. — Proficiency with Microsoft Office tools, including Word, Excel, and Teams. — Dedicated, quiet home workspace equipped with a stable main internet connection and an operational backup connection. Preferred: — Hands-on experience with help desk, communication, and management tools (Shopify, Gorgias, Aircall, or Monday.com). — Background working in a call centre or as a virtual assistant. — Prior e-commerce or retail experience, particularly within the automotive or motorcycle industries. — Familiarity with tracking consignments via Australia Post. — Experience managing high-volume retail periods such as Black Friday and Boxing Day sales. — Personal interest in motorcycles or riding gear. Benefits: — A methodical, process-driven approach that prioritizes consistency and exact execution over improvisation. — Reliable work ethic and prompt attendance during Australian business hours (8:30 AM to 5:30 PM Brisbane time / AEST). — Professional composure when resolving customer concerns. — Clear and transparent communication with team members and leadership.