Job Description

Customer Service & Experience Coordinator

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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.

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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.

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What you'll be doing

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

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

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

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

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

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

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

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What we're looking for

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

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

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Comfortable managing multiple brands and competing priorities independently

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

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

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Familiarity with Shopify and basic order management workflows

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Confident preparing and presenting CX reports with clear, actionable insights

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

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High‐ownership role with real visibility across multiple brands

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Consistent, family‐friendly hours with room to grow

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

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

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