Customer Service & Experience Coordinator

About the role

We are an eCommerce group operating direct-to-consumer brands in sustainability and lifestyle. We are looking for a passionate, customer-obsessed coordinator to own the end-to-end customer experience across all of our brands, from first contact to final resolution.

This is a part-time, in-office role based in Rowville, Melbourne. Core hours are 10am – 2pm Monday to Friday (20 hrs/week), with additional hours available during peak periods. You will be the internal voice of the customer and have a direct hand in shaping how our brands show up across every customer touchpoint.

What you'll be doing

• Managing all inbound customer enquiries across email, live chat, social DMs, and reviews for multiple eCommerce brands

• Processing orders, returns, refunds, exchanges, and warranty claims in line with company policy and Australian Consumer Law

• Acting as the internal voice of the customer, surfacing recurring issues, product feedback, and experience gaps to the right teams

• Preparing and delivering a weekly CX report covering response times, resolution rates, CSAT, ticket volume, and trending themes with actionable recommendations

• Identifying opportunities to improve scripts, FAQs, and automations to lift quality and reduce inbound volume

• Supporting general admin including order management, customer account maintenance, inventory management and coordination with our warehouse

• Monitoring and responding to comments and reviews across social and review platforms, maintaining brand tone

What we're looking for

• 2+ years in a customer service role, ideally within eCommerce, retail, or a DTC brand environment

• Excellent written communication — clear, warm, and on-brand in every interaction

• Comfortable managing multiple brands and competing priorities independently

• Strong attention to detail with a natural ability to spot patterns in customer feedback

• Experience with a helpdesk platform such as Re:amaze, Gorgias, or Zendesk

• Familiarity with Shopify and basic order management workflows

• Confident preparing and presenting CX reports with clear, actionable insights

• Working knowledge of Australian Consumer Law (advantageous, not essential)

Why join us

• High-ownership role with real visibility across multiple brands

• Consistent, family-friendly hours with room to grow

• Small, collaborative in-office team that genuinely values initiative and good ideas

• Work with purpose-led brands in sustainability and lifestyle you can get behind

How to apply

Submit your resume and a brief cover letter telling us about a time you turned a difficult customer situation into a great outcome. Applications without a cover letter may not be considered.