Customer Service/ Business Support - Full Time - IMMEDIATE START!

Whif is a growing e-commerce retailer known for fragrances. We're building a loyal, engaged customer community, and we're looking for a friendly, detail-oriented Customer Service / Business Support to be one of the first voices our customers hear from.

About the Role

As our Customer Service / Business Support, you'll be the day-to-day point of contact for our customers and online community - answering questions, resolving order issues, and helping foster a positive, engaged brand community across our channels. This is an on-site, entry-to-mid level role, ideal for someone with 1–3 years of customer-facing or online customer service experience who's organised, empathetic, and comfortable juggling multiple conversations at once.

What You'll Do

- Respond to customer inquiries via email, live chat, and phone in a timely, friendly, and professional manner
- Resolve order issues such as shipping delays, returns, exchanges, and refunds in line with company policy
- Monitor and engage with our community across social media and forums — answering questions and flagging trends or concerns
- Respond to reviews and comments on external review platforms and websites (e.g., Google Reviews, Trustpilot, Product Review), and work to resolve any issues raised by customers
- Maintain accurate records of customer interactions in our helpdesk/CRM system
- Escalate complex or sensitive issues to the appropriate team (e.g., logistics, product, or management)
- Identify recurring customer pain points and share feedback with the wider team to improve products and processes
- Help maintain and update FAQs, help centre articles, and community guidelines
- Assist with dispatch and production during peak season
- Support occasional community initiatives, such as giveaways, surveys, or customer events





What We're Looking For

- 1–3 years of experience in customer service, retail, hospitality, or a community-facing role
- Excellent written and verbal communication skills
- A warm, patient, and solutions-focused approach, even when handling difficult conversations
- Strong attention to detail and comfort multitasking across channels
- Basic familiarity with helpdesk tools (e.g., Zendesk, Gorgias, Freshdesk) and social media platforms
- Ability to work on-site and collaborate closely with a small, fast-moving team
- A genuine interest in e-commerce and building community around a brand
- Happy to be included in content (e.g., social media posts, photos, or videos) as part of the role
- Warehouse role, assisting with pick pack and dispatch.

General

- Maintain a clean, organised, and safe environment
- Provide great service to internal and external stakeholders
- Support ad hoc administrative tasks as required

Nice to Have

- Experience working with an e-commerce platform (e.g., Shopify)
- Familiarity with basic order management, returns, or logistics workflows
- Prior experience moderating or growing an online community

What we offer:

- Competitive salary and regular performance reviews
- Opportunities for career development and progression
- Comprehensive training and onboarding program
- Discounts on all of our fragrance products
- A modern, well-equipped warehouse facility with a focus on safety
- A cooperative and inclusive team culture

About Us:

Whif is a fast-growing fragrance beauty brand offering designer-inspired perfumes at affordable prices. Founded in 2024, we pride ourselves on delivering exceptional products to our customers. Our state-of-the-art warehouse facility in Brendale, Queensland, is at the heart of our operation, ensuring orders are fulfilled efficiently and customers experience the best service possible.

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📌 Customer Service/ Business Support - Full Time - IMMEDIATE START! (Brisbane City)
🏢 Whif
📍 Brisbane City