Customer Service & Experience Coordinator

We are an eCommerce group operating direct-to-consumer brands in sustainability and lifestyle. We are looking for a passionate, customer-obsessed coordinator to own the end-to-end customer experience across all of our brands, from first contact to final resolution.

This is a part-time, in-office role based in Rowville, Melbourne. Core hours are from 9am (20 hrs/week), with additional hours available during peak periods. You will be the internal voice of the customer and have a direct hand in shaping how our brands show up across every customer touchpoint.

What you'll be doing

Managing all inbound customer enquiries across email, live chat, social DMs, and reviews for multiple eCommerce brands

Processing orders, returns, refunds, exchanges, and warranty claims in line with company policy and Australian Consumer Law

Acting as the internal voice of the customer, surfacing recurring issues, product feedback, and experience gaps to the right teams

Preparing and delivering a weekly CX report covering response times, resolution rates, CSAT, ticket volume, and trending themes with actionable recommendations

Identifying opportunities to improve scripts, FAQs, and automations to lift quality and reduce inbound volume





Supporting general admin including order management, customer account maintenance, inventory management and coordination with our warehouse

Monitoring and responding to comments and reviews across social and review platforms, maintaining brand tone

What we’re looking for

2+ years in a customer service role, ideally within eCommerce, retail, or a DTC brand environment

Excellent written communication — clear, warm, and on‑brand in every interaction

Comfortable managing multiple brands and competing priorities independently

Strong attention to detail with a natural ability to spot patterns in customer feedback

Experience with a helpdesk platform such as Re:amaze, Gorgias, or Zendesk

Familiarity with Shopify and basic order management workflows

Confident preparing and presenting CX reports with clear, actionable insights

Working knowledge of Australian Consumer Law (advantageous, not essential)

High‑ownership role with real visibility across multiple brands

Consistent, family‑friendly hours with room to grow

Small, cooperative in‑office team that genuinely values initiative and good ideas

Work with purpose‑led brands in sustainability and lifestyle you can get behind

#J-18808-Ljbffr

📌 Customer Service & Experience Coordinator (Melbourne)
🏢 Retail Smart Group
📍 Melbourne