Job Description
Alfresco Emporium is a leading Australian homewares and lifestyle brand, renowned for timeless style, quality craftsmanship, and exceptional service.
We are seeking a motivated Customer Care Officer to join our Brookvale head office team in a full time role with an immediate start.
This role is at the heart of our customer journey.
You'll manage online and phone enquiries, deliver seamless support across platforms, and ensure stock coordination runs smoothly to keep our customers delighted.
ABOUT THE ROLE
Reporting to the Operations Manager, you will:
Customer Experience
Be the first point of contact for all customer enquiries via phone, email, web, and Gorgias helpdesk
Deliver prompt, positive, solution-focused responses to orders, returns, refunds, and complaints
Manage trade and styling client accounts with tailored support
Take ownership of customer issues, working cross-functionally to resolve them quickly
Partner with the dispatch team to ensure online orders are fulfilled seamlessly
Contribute to seasonal planning, including product launches and Christmas operations
Operational Support
Maintain accurate records in Cin7, Shopify,



Gorgias, and Shippit
Coordinate with couriers to achieve on-time deliveries
Support special projects and process improvements that enhance customer experience
ABOUT YOU
Minimum 2+ years' experience in online customer support or e-commerce operations
Skilled in managing customer enquiries using helpdesk platforms (Gorgias, Zendesk, or similar)
Robust written and verbal communication skills with a professional, empathetic style
Able to take initiative, own problems, and work independently while collaborating across teams
Organised, detail-oriented, and confident in prioritising tasks in a fast-paced environment
Experience with Shopify, Cin7, Shippit, or similar systems is highly regarded
WHY YOU'LL LOVE WORKING WITH US
Be trusted to take ownership of the customer experience and make an impact
Join a supportive and collaborative team in a permanent, full-time role
Enjoy staff discounts on our beautiful homewares and lifestyle products
Convenient Brookvale location with onsite parking

📌 Customer Care Officer (New South Wales)
🏢 Alfresco Emporium
📍 New South Wales