This role helps manage a high volume of customer service work and reduces operational pressure on the team. It ensures we deliver a smooth, high-quality, and consistent shopping experience across all three brands (Seafolly, JETS, and Tigerlily).

The role is responsible for handling online customer enquiries, orders, returns, calls, and post-delivery support in a timely and effective way. Give support to the Retail Team with customer issues.

It also supports and leads the international team, providing maternity leave cover while assisting with reporting and key projects.

This role is full-time, based in Seafolly Support Centre in Alexandria, NSW.

You will:

- Respond promptly to all customer inquiries via Gorgias, including email, live chat, and phone.

- Manage the end-to-end customer journey from order placement through to post-delivery support.

- Provide product knowledge, order assistance, and process guidance (returns, exchanges, refunds, sold outs and creating manual failed orders).

- Escalate complex or sensitive customer concerns promptly.

- Collaborate with internal teams to ensure smooth operations and customer satisfaction.

- Assist with additional tasks as required, particularly during peak periods (November–February blackout period).

- Complete and submit accurate end-of-day reports (EOD) daily.

- Provide insights based on customer feedback to support continuous improvement.

- Track and report on return volumes and customer trends.

You have:

- Demonstrated experience in customer service or a similar role,



with strong written and verbal communication skills.

- Proficiency in Microsoft Office (Outlook, Word, Excel), with experience in systems such as Shopify, Gorgias, AP21, or similar platforms being advantageous.

- Strong organisational, time management, and prioritisation skills, with the ability to multitask effectively in a quick-paced environment.

- Proactive mindset, with robust problem-solving abilities, attention to detail, and a sense of urgency.

- A positive, team-oriented attitude, with the ability to build relationships and represent the brand with professionalism and enthusiasm.

- A genuine passion for the brand and product, with a willingness to learn, contribute ideas, take ownership, and continuously improve.

Key Performance Indicators (KPIs) - Customer Service Metrics

- First response time:

- Resolution time:

- Customer Satisfaction Score

- Call answer rate:

- Tickets resolved:

- Returns & sold-out processing:

We offer:

- 50% employee discounts on Seafolly, JETS & Tigerlily products

- Paid parental leave

- Bonus Birthday Leave. Treat yourself and enjoy a paid day off for your birthday!

- Bonus Summer fun leave

- Access to our Employee Assistance Program for you and your family with the Sonder Platform.

- Great work culture in a passionate team environment

- Training, development and career progression

- The opportunity to be an ambassador for Australia's most loved swimwear brand

- Refer a friend. Enjoy a referral reward for successfully placing a referral

📌 Senior Customer Care Representative (Alexandria)
🏢 Seafolly
📍 Alexandria