Customer Service Representative - eCommerce | Acacia Ridge

Our customers aren't browsing

Most of them are mid-renovation with a sparky booked for Thursday. Lighting goes in last, so when an order's wrong or a delivery's late, everything's waiting on it getting sorted.

That's where you come in.

About the role

Lighting Illusions is one of Australia's leading lighting and fan retailers, and we're looking for a Customer Service Representative to join our Online team at Acacia Ridge.

You'll look after our online customers from the first question through to the final delivery - answering enquiries by phone and email, preparing quotes, keeping orders moving, and stepping in when something doesn't go to plan.

Some days are steady and some are busy, and you'll have experienced people around you when something turns pear-shaped.

What you'll be doing

• Responding to customer enquiries by phone and email
• Preparing quotes and processing orders end-to-end, including follow-ups
• Managing returns and warranty claims through to resolution
• Working across NetSuite and our online platforms to keep orders moving
• Spotting the small process fixes that make the whole team faster

What you'll bring

• A year or more in customer service, sales support, retail or order processing
• Clear, confident written and verbal communication - you can turn a frustrated customer into a happy one
• Speed. When someone's waiting, a fast answer beats a perfect one
• Empathy. You can hear what's actually going on underneath a complaint
• Ownership. You stay with a problem until it's fixed, not just until it's been answered
• Comfortable moving between multiple systems in a paperless environment

Nice to have: NetSuite or a similar ERP, and any background in lighting, fans or home improvement. If you haven't used NetSuite, we'll get you up to speed.

What we offer

• Competitive salary depending on experience
• Genuine career growth opportunities
• Work from home flexibility once you've completed training and probation
• Monday to Friday, 9am - 5pm. No weekends, no rotating rosters, no on-call
• Staff discount across our full lighting and fan range
• Structured onboarding and product training

Getting here

We're in Acacia Ridge, in Brisbane's south. Public transport options are limited, so your own reliable transport is essential.

How to apply

Hit Apply and send us your resume, along with a short cover note - half a page is plenty. Tell us about a time a customer had a problem and you sorted it out. What did you do, and how did it end up?

We read every one.

Job Type: Full-time

Pay: $60,000.00 – $70,000.00 per year

Benefits:

• Employee discount
• Employee mentoring program
• Work from home

Ability to commute/relocate:

• Acacia Ridge QLD: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Language:

• English (Required)

Work Authorisation:

• Australia (Required)

Work Location: Hybrid remote in Acacia Ridge QLD