Customer Service Coordinator | Brooki Bakehouse
Brisbane · Full-time

Every order is someone's moment. Help us make it perfect.

The role

You'll look after our customers online, across email, chat, social DMs and reviews. Our style is more "nice café" than "call centre," so we want replies that feel personal, warm and considered. We care more about getting it right than getting it fast. You'll check every detail, solve what you can, and know when to bring in the right team.

What your day looks like

Managing our Gorgias inbox, prioritising urgent enquiries and keeping to response targets

Replying to social media DMs and comments, and flagging anything that needs escalating, like a complaint gaining traction publicly

Helping with orders, deliveries, cake changes, missing or damaged items, refunds, store credit, allergens and product questions

Checking orders, fulfilment and tracking in Shopify so every answer is accurate

Following our resolution guidelines and getting approval before offering credits, refunds or replacements

Handling allergen and food safety enquiries with care, and escalating responsible concerns immediately

Writing clear escalations to our logistics, production, quality, retail and marketing teams





Responding to reviews in the Brooki voice

Supporting discount code, sign-up and marketing email questions through Klaviyo

Gathering details for corporate gifting and catering quotes

Putting together a weekly report on complaints, recurring issues and trends

You'll be great at this if you have

1–2+ years in customer service, ideally in e-commerce, food, hospitality or retail

Excellent writing skills, with a warm, natural tone that still gets to the point

Good judgement, including being comfortable saying "let me check" instead of guessing

A calm, kind approach when a special occasion hasn't gone to plan

Strong organisation and time management in a busy, shift-based inbox

Reliability with deadlines, including weekly reporting

Experience with Gorgias, Shopify, Klaviyo or review platforms

Food allergen or food safety knowledge

Experience with corporate or bulk orders

A genuine love of baked goods (we'll find out in the interview)

What's in it for you

A Friendly working environment

Full training and a detailed team handbook, so you're never left guessing

A supportive team and a product people genuinely love

#J-18808-Ljbffr

📌 Customer Service Coordinator (Brisbane City)
🏢 Brooki Bakehouse
📍 Brisbane City