Aftersales & Customer Support Assistant

Summary

Join our client, a leading Australian retailer, as a remote Aftersales & Customer Support Assistant! You will be the primary point of contact for post-purchase customer support, resolving issues with deliveries, damages, and missing items. This role requires strong communication skills, problem-solving abilities, and experience in customer service or logistics. You will liaise with couriers, warehouses, and internal teams to ensure customer satisfaction. The position offers a permanent work-from-home setup with a competitive benefits package. The ideal candidate will be detail-oriented, comfortable using CRM and helpdesk systems, and available to work weekends.

Requirements

• Experience in customer service, after-sales, eCommerce, or logistics support
• Strong written and verbal communication in English (clear & friendly tone)
• Problem-solving mindset with a calm, professional manner
• High attention to detail in logging, follow-ups, and issue tracking
• Comfortable using CRM, helpdesk, and order management systems (e.g., Shopify, Cin7, Gorgias, Zendesk)
• Availability to work weekends
• A quiet, reliable remote setup with fast internet
• Dayshift (Australian business hours)
• Full Time

Responsibilities

• Handle inbound enquiries via phone, email, and live chat
• Investigate delivery delays, damages, and missing items
• Liaise with couriers, warehouses, and internal teams to resolve issues
• Proactively update customers on their order status and resolutions
• Process returns, exchanges, and amendments
• Log all interactions in the CRM with detail and accuracy
• Maintain a high standard of empathy, clarity, and professionalism

Benefits

• Permanent work-from-home set-up
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rata)