Schedule

- Monday to Friday, 8:00 AM to 5:00 PM Sydney time with 1 hour unpaid lunch (40 hrs per week)

ROLE PURPOSE
The Customer Interactions Administrator provides high-volume administrative and transactional support to the Customer Interactions Manager (AU) and Customer Interactions Team Leader (AU), handling routine order, returns, and exception processing. This offshore role allows the AU-based leadership team to focus on escalations, coaching, and continuous improvement, while ensuring day-to-day transactional work is processed accurately and on time.

The role works to clearly documented Standard Operating Procedures (SOPs), using sound judgement to identify when a matter needs to be escalated rather than actioned directly. Because this role does
not work directly with customers or make customer outcome decisions, focus remains entirely on
executing backend administrative workflows, maintaining high processing accuracy, and escalating
strictly according to guidelines.
KEY RESPONSIBILITIES
Returns & Exchanges Processing
● Standard Returns (Shopify): Process standard Shopify returns, ensuring accurate categorisation
and correct refund/credit issuance.
● FF Warehouse Returns: Process routine warehouse-initiated returns in line with SOPs.
● Exchanges: Process customer exchange requests following the documented exchange SOP.
● Unexpected Returns: Triage and process returns that fall outside standard categories,
identifying the correct handling path and escalating unclear cases to the Team Leader.
Order & Transaction Maintenance
● Cancellations & Edits: Process order cancellations and edits (address, item, or payment
amendments) accurately and within SLA, following specific Customer Service (CS) order
modification requests.
● Missing Items: Manage missing item claims through to resolution as routine exception admin.
Investigation & Exception Handling
● NoBin Investigation: Investigate NoBin discrepancies (stock recorded without a warehouse
location), determining root cause and next steps - genuine investigative work rather than pure

data entry.
● Stock Issues: Action and document stock discrepancy issues as they arise.
● Stock Take Support: Provide administrative and reconciliation support for periodic stock takes
and inventory counts. This includes preparing digital count sheets, inputting count data into
Brightpearl/Shopify, and assisting with the initial investigation of variance discrepancies in line
with documented SOPs.




● Unfulfilled Orders (IWS): Collaborate directly with IWS on orders that cannot be fulfilled due to
stock discrepancies or issues to determine the proper resolution path.
Ticket Triage & Phone Administration
● Missed Calls & AI Phone Tickets: Manage the administrative clean-up and triage process for
missed calls and AI-generated phone tickets within Freshdesk. This involves checking whether
the customer has an existing open ticket, merging duplicate tickets where relevant, adding clear
internal notes regarding the purpose of the call, and updating the ticket owner.
● Ungrouped Tickets: Monitor and action ungrouped tickets within Freshdesk (FD) to ensure they
are assigned and routed swiftly to the correct individuals or team groups.
Systems, Documentation & Escalation
● System Integrity: Accurately process all transactions using the CRM/ticketing platform
(Freshdesk) and relevant ecommerce, order, and inventory systems (e.g. Shopify, Brightpearl).
● SOP Maintenance: Follow documented SOPs closely for every task type, flagging gaps, errors,
or improvement opportunities to the Customer Interactions Team Leader.
● Escalation Thresholds: Escalate complex, ambiguous, unusual, high-value, warranty-related, or
outside-the-process matters to the Customer Interactions Team Leader rather than actioning
directly.
● Reporting Support: Maintain accurate, complete records to support the Customer Interactions
Manager and Team Leader in trend and volume reporting.
SKILLS & EXPERIENCE
Qualifications
● No formal qualifications are required for this role.
Experience
● Prior experience in a high-volume administrative, back-office, or transactional processing role,
ideally within ecommerce or retail.
● Experience with CRM/ticketing platforms (e.g. Freshdesk) and ecommerce platforms (e.g.
Shopify) is well regarded; training will be provided.
● Exposure to order/inventory management systems (e.g. Brightpearl) and inventory count
processes is an advantage.
● Experience working as part of a remote,



offshore team supporting an AU-based business is
highly regarded.

Skills
● High accuracy and attention to detail across repetitive, high-volume administrative tasks.

● Ability to follow documented SOPs precisely, while recognising when to escalate rather than
action a matter directly.
● Sound investigative and problem-solving skills to work through stock, IWS, stock take variances
and NoBin discrepancies.
● Strong organisational and time-management skills to balance multiple daily and weekly task
types (such as ticket merging, triage, and order modifications) against deadlines.
● Valuable written English for internal case notes and asynchronous team communication.
● Comfortable working independently in a remote/offshore capacity, collaborating
asynchronously with AU-based leadership.
● Adaptable and open to process and system changes as SOPs evolve.

Job Category

Administration

Job Type

Full Time (35 hours or more per week)

Work Schedule and Timezone

Sydney

Published on

Sep 14 2026

BruntWork will never ask you for money or any other form of payment. If someone claiming to represent BruntWork is requesting a payment from you, please let us know at

“BruntWork made the entire recruitment process smooth, transparent, and stress-free. They matched me with a client that genuinely fits my skills and values - and the support didn't stop at placement... A reliable, professional partner I'd recommend without hesitation.”

- Zyrrah D, Bookkeeper

4.9/5

4.9/5

Customer Interactions Administrator

Job Category

Administration

Job Type

Full Time (35 hours or more per week)

Work Schedule and Timezone

Sydney

Published on

Sep 14 2026

BruntWork will never ask you for money or any other form of payment. If someone claiming to represent BruntWork is requesting a payment from you, please let us know at

“BruntWork made the entire recruitment process smooth, transparent, and stress-free. They matched me with a client that genuinely fits my skills and values - and the support didn't stop at placement... A reliable, professional partner I'd recommend without hesitation.”

- Zyrrah D, Bookkeeper

4.9/5

4.9/5

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📌 Customer Interactions Administrator (Sydney)
🏢 Bruntwork
📍 Sydney