Senior Customer Service & Operations Coordinator

Our client is an Australian family-owned retailer specialising in unique home furnishings, architectural hardware, and period-authentic renovation fixtures. They provide high-quality products and bespoke solutions to residential and commercial customers across the country.

They are now seeking to hire a Senior Customer Service & Operations Coordinator to act as the second-in-charge to the Customer Service Manager and drive operational excellence. This role is essential for leading complex issue resolution, guiding the support team, and maintaining high service standards to ensure a seamless customer experience.

Job Responsibilities

Operational Leadership and Support

• Act as the first point of operational support for team members and provide guidance on complex matters
• Step in for the Customer Service Manager during absences to coordinate daily priorities and workload
• Coach and guide the team in effective communication and consistent issue resolution

Customer Service and Issue Resolution

• Manage complex customer complaints, delivery issues, and warranty matters directly
• Respond to customer enquiries via phone, email, and digital channels during peak periods
• Negotiate practical and commercially appropriate resolutions in line with company policies
• Support retail administration tasks including quotes, sales orders, returns, and exchanges

Process Improvement and System Management

• Maintain and improve Gorgias macros, ticket workflows, tags, and knowledge-base content
• Review recurring enquiry types and ticket data to identify efficiency and quality improvements
• Partner with management to develop and implement practical workflow improvements
• Ensure accurate recording of order numbers and resolution types to support reporting

Stakeholder Collaboration

• Coordinate with warehouse, sales, eCommerce, suppliers, and logistics partners
• Escalate material concerns and service risks to the Customer Service Manager
• Maintain clear and accurate records of decisions, commitments, and order details

• Minimum 5 years of customer service experience in retail or eCommerce
• Demonstrated experience in senior support, mentoring, or team leadership
• Proven ability to manage difficult conversations and complex escalations independently
• Strong understanding of retail, online orders, inventory, and returns processes
• Experience using a cloud phone system in a customer service environment
• Excellent written and verbal English communication skills

Nice-to-Have Skills

• Certification in eCommerce or Customer Service Management
• Experience using NetSuite and Shopify
• Strong hands-on capability with Gorgias including macros and workflows
• Practical experience using AI tools like Claude to improve response quality and team efficiency

• ​Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• HMO
• Annual leave
• Christmas Bonus equivalent to 1 month's wage (pro-rata)