What You'll Be Responsible For

Handle escalations and complex customer matters with sound judgement.

Maintain high standards across all communication channels.

Manage day-to-day workflows in Shopify and Gorgias, and help improve processes, automations and reporting as we scale.

Support preorder management and inventory communication.

Deliver a premium, considered experience for in-person showroom clients, aligned with Fleur Studios' brand.

Monitor feedback and trends, and flag issues proactively.

Support loyalty and retention initiatives.

Liaise with 3PL partners on fulfilment and reverse logistics.

Document product quality concerns clearly and constructively.

Process orders, returns and exchanges as needed.

Maintain expert product knowledge.

About You

5+ years' experience in retail or eCommerce customer experience.

Experience in a mid-size retail business; furniture experience a plus, not essential.

Solid working knowledge of Shopify and Gorgias.

Calm, commercially aware, and confident handling high-level issues.

Highly organised and proactive, with sound judgement on when to escape versus resolve.

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📌 Customer Experience Consultant (Queensland)
🏢 LE FLEUR STUDIOS
📍 Queensland