Customer Service Representative – Velspices Online

Location: 20 Boundary Road, Carrum Downs, VIC 3201

Job Type: Full-Time | On-Site

Work Schedule: 6 days per week

Company: Velspices Online (SKV Groceries)

About Us

Velspices Online is an Indian and Sri Lankan grocery retailer based in Carrum Downs, Melbourne. We offer a wide range of groceries, household essentials, traditional products and specialty items to customers across Australia.

We are looking for a reliable, organised and customer-focused Customer Service Representative to join our growing online operations team.

The ideal candidate will have excellent communication skills, good knowledge of Indian and Sri Lankan groceries, and the ability to handle customer enquiries and resolve issues efficiently.

Key Responsibilities

- Respond to customer enquiries via WhatsApp, email and phone in a professional and timely manner.
- Handle customer complaints, order enquiries, delivery concerns, refunds, replacements and other customer service issues.
- Communicate with relevant internal teams, including , packing, inventory and delivery staff, to resolve customer issues.
- Follow up on outstanding customer enquiries and ensure issues are resolved appropriately.
- Provide customers with accurate information about products, stock availability, orders and deliveries.
- Maintain clear and organised records of customer communications and follow-ups.
- Assist with general administrative tasks related to online orders and customer service.
- Occasionally assist the warehouse team with picking and packing online orders when additional support is required.

Requirements

- Must currently reside in Australia and be available to work on-site in Carrum Downs, VIC.
- Must have excellent English communication skills, both written and verbal.
- Good knowledge of Indian and Sri Lankan groceries, products and brands is essential.
- Must be available to work at least 6 days per week.




- Solid problem-solving skills and the ability to handle customer complaints professionally.
- Good organisational skills and attention to detail.
- Ability to multitask and manage customer enquiries across phone calls, WhatsApp and email.
- Comfortable working in a fast-paced setting and coordinating with different team members.
- Ability to work independently and take responsibility for resolving customer issues.
- Basic computer skills are required.

Highly Regarded

- Previous experience in customer service, retail, grocery or e-commerce.
- Experience using Microsoft Excel.
- Familiarity with online ordering systems or Shopify.
- Having a valid driver's licence and access to a car.

What We're Looking For

We are looking for someone who is patient, proactive and genuinely enjoys helping customers. You should be comfortable handling different types of customer enquiries, following up with team members and ensuring that customer issues are not left unresolved.

As a growing online grocery business, teamwork and flexibility are important. You should also be willing to assist with other operational tasks, such as picking and packing orders, when required.

How to Apply

If you meet the above requirements, we would love to hear from you!

Please apply through Indeed with your updated resume, including any relevant customer service or grocery retail experience.

Please note: This is an on-site position at our Carrum Downs location. Remote or work-from-home arrangements are not available.

Pay: From $26.50 per hour

Expected hours: No less than 24.0 per week

Benefits

- Free food

Ability to commute/relocate:
- Carrum Downs VIC: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):
- Are you familiar with Indian and Sri lankan Groceries?
- What visa are you currently on and when does it expire?

Experience:
- customer service: 1 year (Required)

Work Authorisation:
- Australia (Preferred)

Work Location: In person

📌 Online Customer Service Representative (Carrum Downs)
🏢 Velspices
📍 Carrum Downs