Customer Service/ Community Administrator - IMMEDIATE START REQUIRED!

Customer Service/ Community Administrator - IMMEDIATE START REQUIRED!

Whif is a growing e-commerce retailer known for fragrances. We're building a loyal, engaged customer community, and we're looking for a friendly, detail-oriented Customer Service Community Administrator to be one of the first voices our customers hear from.

As our Customer Service/ Community Administrator, you'll be the day-to-day point of contact for our customers and online community - answering questions, resolving order issues, and helping foster a positive, engaged brand community across our channels. This is an on-site, entry-to-mid level role, ideal for someone with 1–3 years of customer-facing or online customer service experience who's organised, empathetic, and comfortable juggling multiple conversations at once.

•     Respond to customer inquiries via email, live chat, and phone in a timely, friendly, and professional manner

•     Resolve order issues such as shipping delays, returns, exchanges, and refunds in line with company policy

•     Monitor and engage with our community across social media and forums — answering questions and flagging trends or concerns

•     Respond to reviews and comments on external review platforms and websites (e.g., Google Reviews, Trustpilot, Product Review), and work to resolve any issues raised by customers

•     Maintain accurate records of customer interactions in our helpdesk/CRM system

•     Escalate complex or sensitive issues to the appropriate team (e.g., logistics, product, or management)

•     Identify recurring customer pain points and share feedback with the wider team to improve products and processes

•     Help maintain and update FAQs, help centre articles, and community guidelines

•     Support occasional community initiatives, such as giveaways, surveys, or customer events

•     1–3 years of experience in customer service, retail, hospitality, or a community-facing role

•     Excellent written and verbal communication skills

•     A warm, patient, and solutions-focused approach, even when handling difficult conversations

•     Strong attention to detail and comfort multitasking across channels

•     Basic familiarity with helpdesk tools (e.g., Zendesk, Gorgias, Freshdesk) and social media platforms

•     Ability to work on-site and collaborate closely with a small, fast-moving team

•     A genuine interest in e-commerce and building community around a brand

•     Happy to be included in content (e.g., social media posts, photos, or videos) as part of the role

General

●      Maintain a clean, organised, and safe environment

●      Provide great service to internal and external stakeholders

●      Support ad hoc administrative tasks as required

•     Experience working with an e-commerce platform (e.g., Shopify)

•     Familiarity with basic order management, returns, or logistics workflows

•     Prior experience moderating or growing an online community

What we offer:

At Whif, we’re committed to providing our team with a rewarding and supportive work environment. Some of the key benefits you can expect include:

• Competitive salary and regular performance reviews

• Opportunities for career development and progression

• Comprehensive training and onboarding program

• Discounts on all of our fragrance products

• A modern, well-equipped warehouse facility with a focus on safety

• A collaborative and inclusive team culture
  

About Us:

Whif is a fast-growing fragrance beauty brand offering designer-inspired perfumes at affordable prices. Founded in 2024, we pride ourselves on delivering exceptional products to our customers. Our state-of-the-art warehouse facility in Brendale, Queensland, is at the heart of our operation, ensuring orders are fulfilled efficiently and customers experience the best service possible.

If you're ready to join our dynamic team and contribute to the success of our growing business, apply now!