Customer Service Representative

Join a growing Australian gifting and e-commerce group

Giftd Collective is home to a growing portfolio of gifting and celebration brands, including Gourmet Basket, The Cupcake Factory, Cake Mail and Daily Dough Co.

From premium gift hampers and corporate gifting to cakes, cupcakes, cookies and doughnuts, our brands help thousands of customers celebrate birthdays, thank clients, recognise employees, send gifts to loved ones and mark life's important moments.

We're looking for an experienced, friendly and highly organised Customer Service Representative to join our Artarmon team on a permanent, full-time basis.

As part of our core Customer Service team, you'll support customers across all of our brands and be a key point of contact throughout their experience with us.

This is a hands-on role for someone who genuinely enjoys helping people, takes ownership of customer enquiries and is comfortable finding solutions when things don't go to plan.

About the role

No two days are quite the same.

One minute you might be helping someone choose the right cake for a birthday, the next you're tracking an important hamper delivery, making an amendment to an order or working with our operations team to resolve a delivery issue.

You'll communicate with customers across phone, email and online channels and work closely with our kitchen, warehouse, dispatch and corporate teams.

We're looking for someone who can do more than simply respond to enquiries. You'll take ownership of customer issues, follow them through to resolution and make sure the customer receives a clear and helpful outcome.

What you'll be doing

• Be a first point of contact for customer enquiries across our brands via phone, email and online channels
• Provide friendly, knowledgeable and efficient customer service
• Assist customers with product selection, gifting advice and placing orders
• Respond to delivery, tracking and order status enquiries
• Manage order changes, cancellations and other post-purchase requests
• Investigate customer issues and work towards appropriate resolutions
• Handle complaints professionally and with empathy
• Liaise with couriers and delivery partners when required
• Work closely with our kitchen, warehouse, production and dispatch teams to resolve customer and order issues
• Process orders and accurately update customer and order information
• Manage multiple customer conversations and priorities at the same time
• Follow enquiries through to resolution and escalate more complex matters when required
• Maintain accurate notes and records within our customer service systems
• Develop strong product knowledge across all Giftd Collective brands
• Follow company procedures while using good judgement to achieve the best customer outcome
• Support the wider team during busy trading periods
• Identify recurring customer issues and provide feedback to help us improve our processes and customer experience

About you

We're looking for someone who is dependable, level-headed and genuinely enjoys helping customers.

You'll ideally have:

• 2+ years' experience in customer service, e-commerce, retail, hospitality or another customer-facing role
• Excellent written and verbal communication skills
• A friendly, confident and professional telephone manner
• Strong problem-solving skills and a practical approach to finding solutions
• A genuine desire to provide excellent customer service
• The confidence to take ownership of an enquiry and see it through
• Excellent attention to detail, particularly when working with orders, delivery details and customer information
• Strong organisation and time-management skills
• The ability to prioritise and manage multiple enquiries at once
• The ability to remain calm and professional when dealing with complaints or challenging situations
• Good judgement and an understanding of when something needs to be escalated
• A proactive attitude and willingness to help where needed
• Confidence learning and working across multiple systems and platforms
• Good general computer skills, including Microsoft Office

Experience using Shopify, Gorgias or other e-commerce and customer service platforms would be highly regarded, but isn't essential.

Previous experience within e-commerce, gifting, food, retail, hospitality or logistics would also be an advantage.

What success looks like

You'll become a trusted and reliable member of our Customer Service team who knows our brands, understands our products and processes, and can confidently manage the majority of day-to-day customer enquiries.

Customers will feel that you've taken ownership of their enquiry rather than simply responded to it.

When something goes wrong, you'll investigate what happened, communicate clearly with the customer and work with the right people internally to find a solution.

Accuracy is also extremely important. We deliver gifts, cakes and other products for occasions that matter to our customers, so names, addresses, delivery dates, gift messages and order details need to be right.

You'll also be comfortable working in a fast-paced e-commerce environment. Christmas, Mother's Day, Valentine's Day and other major gifting periods can become extremely busy, and we need someone who can maintain great customer service and attention to detail when volumes increase.

Some additional hours may be required during major seasonal periods, particularly in the lead-up to Christmas.

Why join Giftd Collective?

• Permanent, full-time position
• Join a growing Australian e-commerce and gifting business
• Work across multiple established gifting and celebration brands
• Varied role with the opportunity to take genuine ownership of customer enquiries
• Friendly, collaborative and down-to-earth team
• Gain exposure to all areas of a multi-brand e-commerce business
• Convenient Artarmon location close to public transport
• Some onsite parking available
• Staff discounts across our gifting and baked goods brands
• And, naturally, plenty of cakes, cupcakes, doughnuts and gourmet treats around the office

If you're an experienced customer service professional who is organised, dependable, enjoys solving problems and takes pride in helping customers, we'd love to hear from you.

Apply through SEEK with your resume and a brief cover letter outlining your relevant customer service experience and why you'd like to join Giftd Collective.

Pay: $65,000.00 – $70,000.00 per year

Work Location: In person