Returns & Customer Care Assistant

Location of workplace: Tweed Heads warehouse / office

Role: Part Time (Monday – Friday, 9.00am – 2.00pm)

About the role:

This role is responsible for managing the end-to-end returns process, ensuring all customer

returns, exchanges, refunds and faulty product claims are handled accurately, efficiently and

in line with company policies. You will work closely with customers and our warehouse team

to coordinate the timely processing of returns, resolve issues, and deliver a seamless post-purchase experience.

In addition to managing returns, you will provide exceptional customer service by

supporting the customer care team in responding to enquiries across all customer

touchpoints, assisting with order-related queries, and ensuring every interaction reflects our

commitment to outstanding customer care.

The ideal candidate has exceptional attention to detail, thrives in a fast-paced environment,

enjoys problem solving, and is passionate about delivering positive customer outcomes

while maintaining efficient operational processes

Required skills and experience:

• Excellent attention to detail and the ability to work autonomously

• Highly organised and process-driven

• Strong verbal and written communications

• Manage tasks and deadlines

• Previous experience in a similar role within the e-commerce space

• Preferred experience in Shopify and Cin7, specifically Sales Orders and the WMS

• Ability to work well under pressure and handle multiple tasks

Key responsibilities:

Returns

• Ensure product decisions align with business objectives and profitability targets.

• Manage the end-to-end returns, exchanges and refund process.

• Assess returned products in line with company policies.

• Process refunds, exchanges and store credits accurately.

• Liaise with customers throughout the returns process to ensure a positive customer experience.

• Work closely with the warehouse team to ensure returned stock is received and processed efficiently.

• Manage all faulty product claims, supplier warranty claims and related supplier processes.

• Process and manage customer chargebacks in a timely manner.

• Monitor returns trends and identify opportunities to improve processes and reduce return rates.

• Ensure all returns and faults are accurately recorded and resolved within agreed timeframes.

Customer Care

• Deliver exceptional customer service across email, website chat, social media and other communication channels.

• Respond promptly and professionally to customer enquiries relating to orders, shipping, products, stock availability, pre-orders, promotions and general support.

• Resolve customer enquiries, complaints and feedback in a timely and professional manner, escalating issues where required.

• Maintain a consistent brand tone of voice across all customer communications.

• Manage customer expectations during product launches, sales campaigns and preorder periods.

• Create discount codes and assist with customer resolutions.

• Regularly review and update customer service templates, FAQs, email templates, chat responses and automated communications.

• Process customer orders accurately through Shopify and Cin7.

• Liaise with the warehouse team to ensure timely and accurate order fulfilment and dispatch.

• Monitor order exceptions and resolve fulfilment issues promptly.

• Ensure customer records and order information remain accurate.

• Support the customer service team in preparing and analysing customer service reports and insights for monthly business meetings.