Join a growing Australian gifting and e-commerce groupGiftd Collective is home to a growing portfolio of gifting and celebration brands, including Gourmet Basket, The Cupcake Factory, Cake Mail and Daily Dough Co.We're looking for an experienced, friendly and highly organised Customer Service Representative to join our Artarmon team on a permanent, full-time basis.As part of our core Customer Service team, you'll support customers across all of our brands and be a key point of contact throughout their experience with us.This is a hands‐on role for someone who genuinely enjoys helping people, takes ownership of customer enquiries and is comfortable finding solutions when things don't go to plan.About the roleNo two days are quite the same.One minute you might be helping someone choose the right cake for a birthday, the next you're tracking an important hamper delivery, making an amendment to an order or working with our operations team to resolve a delivery issue.You'll communicate with customers across phone, email and online channels and work closely with our kitchen, warehouse, dispatch and corporate teams.We're looking for someone who can do more than simply respond to enquiries.
You'll take ownership of customer issues, follow them through to resolution and make sure the customer receives a clear and helpful outcome.What you'll be doingBe a first point of contact for customer enquiries across our brands via phone, email and online channelsProvide friendly, knowledgeable and efficient customer serviceAssist customers with product selection, gifting advice and placing ordersRespond to delivery, tracking and order status enquiriesManage order changes, cancellations and other post‐purchase requestsInvestigate customer issues and work towards appropriate resolutionsHandle complaints professionally and with empathyLiaise with couriers and delivery partners when requiredWork closely with our kitchen, warehouse,



production and dispatch teams to resolve customer and order issuesProcess orders and accurately update customer and order informationManage multiple customer conversations and priorities at the same timeFollow enquiries through to resolution and elevate more complex matters when requiredMaintain accurate notes and records within our customer service systemsDevelop strong product knowledge across all Giftd Collective brandsFollow company procedures while using good judgement to achieve the best customer outcomeSupport the wider team during busy trading periodsIdentify recurring customer issues and provide feedback to help us improve our processes and customer experienceAbout youWe're looking for someone who is dependable, level-headed and genuinely enjoys helping customers.You'll ideally have:2+ years' experience in customer service, e-commerce, retail, hospitality or another customer-facing roleExcellent written and verbal communication skillsA friendly, confident and professional telephone mannerStrong problem-solving skills and a practical approach to finding solutionsThe confidence to take ownership of an enquiry and see it throughExcellent attention to detail, particularly when working with orders, delivery details and customer informationStrong organisation and time-management skillsThe ability to prioritise and manage multiple enquiries at onceThe ability to remain calm and professional when dealing with complaints or challenging situationsGood judgement and an understanding of when something needs to be escalatedA proactive attitude and willingness to help where neededConfidence learning and working across multiple systems and platformsExperience using Shopify, Gorgias or other e-commerce and customer service platforms would be highly regarded,



but isn't essential.Previous experience within e-commerce, gifting, food, retail, hospitality or logistics would also be an advantage.What success looks likeYou'll become a trusted and reliable member of our Customer Service team who knows our brands, understands our products and processes, and can confidently manage the majority of day‐to‐day customer enquiries.Customers will feel that you've taken ownership of their enquiry rather than simply responded to it.When something goes wrong, you'll investigate what happened, communicate clearly with the customer and work with the right people internally to find a solution.Accuracy is also extremely important.
We deliver gifts, cakes and other products for occasions that matter to our customers, so names, addresses, delivery dates, gift messages and order details need to be right.You'll also be comfortable working in a fast‐paced e‐commerce environment.
Christmas, Mother's Day, Valentine's Day and other major gifting periods can become extremely busy, and we need someone who can maintain great customer service and attention to detail when volumes increase.Some additional hours may be required during major seasonal periods, particularly in the lead‐up to Christmas.Permanent, full‐time positionJoin a growing Australian e‐commerce and gifting businessWork across multiple established gifting and celebration brandsVaried role with the chance to take genuine ownership of customer enquiriesFriendly, collaborative and down‐to‐earth teamGain exposure to all areas of a multi‐brand e‐commerce businessConvenient Artarmon location close to public transportSome onsite parking availableStaff discounts across our gifting and baked goods brandsAnd, naturally, plenty of cakes, cupcakes, doughnuts and gourmet treats around the officeIf you're an experienced customer service professional who is organised, dependable, enjoys solving problems and takes pride in helping customers, we'd love to hear from you.
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📌 Customer Service Representative (New South Wales)
🏢 Gourmet Basket
📍 New South Wales