Job Description

Please note this is a casual, 6 month maximum term contract.

About the Role n

The Customer Care Agent will be responsible for assisting customers across every stage of their shopping experience with CSB. To be successful in this role, you must be hands-on, people-orientated and adaptable, with outstanding problem-solving skills.

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Being a constant point of contact for customers, you have the opportunity to create and/or completely transform a customer's experience. The Customer Care Agent will be play a pivotal role in ensuring that all customers are handled in a timely manner and to the service standards required.

Key Responsibilities: n

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- Assist manage the Gorgias omnichannel inbox (email, social DMs/comments, live chat) with on-brand tone, fast SLAs, and first-contact resolution as the default.
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- Triage and prioritise tickets using tags/macros and clear escalation paths.
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- Maintain data hygiene: consistent tagging, accurate notes, and clean dispositions.
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- Partner cross-functionally with other teams to elevate product quality signals, flag campaign issues, and provide customer sentiment ahead of launches.
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- Work autonomously and as a team to hit KPIs.
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- Operate with compliance discipline: privacy/security of customer data and adherence to CSB policies.
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- Peak-ready cadence:



flex for seasonal spikes and after-hours coverage on a roster; uphold SLAs without compromising quality.
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About You nn
- A strong customer service background and understanding of the importance of excellent customer service.
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- Demonstrated strong written and verbal communication skills.
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- Ability to work in a fast-paced setting.
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- The ability to work independently on a day-to-day basis, and also work in a team environment, maintaining a strong rapport with internal and external stakeholders.
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- Previous experience in online customer service with working knowledge of key systems (Shopify and Gorgias preferred).
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- Be able to analyse technical issues and provide adequate solutions or elevate problems.
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- Ability to follow processes and procedures and search for ways to improve.
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- Demonstrated experience in problem-solving and going the extra mile for client queries.
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- A positive and flexible attitude.
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- A passion for fitness and fashion.
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Why Join CSB? nn
- Hybrid work model - balance of in-office & WFH
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- Short Term Incentive Program
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- Parental leave package for both parents
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- State-of-the-art gym at CSB HQ
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- Be a part of our mission to empower women worldwide
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- Exciting team events & initiatives
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📌 Casual Customer Care Agent (City of Gold Coast)
🏢 Crop Shop Boutique Pty
📍 City of Gold Coast