Salary guide: $75,000 – $80,000 pro rata, plus superannuation
We're looking for an experienced, warm and solutions-focused Customer Service Specialist who genuinely loves helping customers, solving problems and making things better. Someone who can turn a tricky customer moment into a positive brand experience, while also asking, "How do we stop this from happening again?" At Babybee, our customers are parents and parents-to-be, often at one of the most exciting (and busiest!) times of their lives. You'll be the person they turn to for trusted product advice and support, and the one who takes ownership when things don't go to plan, making their experience with us easy, reassuring and memorable. This role sits within our Customer Service team and reports to the Customer Service Manager.
As our Customer Service Specialist, you'll:
Engage with customers across email and live chat, providing clear, friendly and trusted advice on both pre-sale and post-sale enquiries
Take ownership of customer issues from first contact through to resolution, including delayed orders, deliveries, returns and warranty
Keep customers informed when orders are delayed, with clear updates, practical options and follow-through
Work closely with our warehouse and logistics partners to resolve order and delivery issues efficiently
Diagnose product faults and identify practical solutions, including spare parts and replacements
Spot recurring product or customer issues and share insights with the Customer Service Manager, Product and Operations teams
Support the team at Babybee expos and during busy promotional periods
Contribute to team goals and take ownership of your own workload
What you'll bring:
2+ years' experience in customer service or customer experience, ideally in e-commerce, retail or consumer products
A genuine love of creating seamless, memorable customer experiences
Warm, confident communication,



even when handling sensitive or complex situations
Ownership and follow-through, and knowing when to resolve an issue yourself and when to **escalate**
A calm, practical and detail-oriented approach to juggling multiple priorities
An understanding of how great customer service contributes to sales, retention and brand loyalty
Curiosity about products and how they work
Confidence learning new systems, processes and AI-supported customer service tools
A "get things done" mindset and enjoyment of working in a small, rapid-moving team
Experience with Gorgias and Shopify is ideal, and experience with Cin7 would be a bonus.
What success looks like:
Customers receive timely, accurate and genuinely helpful support
Delayed orders, returns and warranty cases have clear ownership and are followed through to resolutionRecurring issues are picked up early and shared with the wider business
You help the team keep improving how we support our customers
Why you'll love working at Babybee
We're a small but impressive Australian team with big ambitions. We move quickly, care deeply about our customers and hold ourselves to high standards in how we support parents and each other. You'll join a growing business where your ideas will be heard and your impact will be visible.
You'll also enjoy:
A supportive, close-knit team culture
Free parking
Snacks, team lunches and regular team drinks
The chance to make a real difference in the lives of Australian families
Employment type:
Part time, 6-month fixed-term contract
Hours:
Approximately 30.4 hours per week
Days:
We're looking for the right person to support our team across a mix of weekdays and weekends, including Babybee expos. For the right person, we're happy to be flexible on days.
Work arrangement:
Primarily office-based, with flexibility considered in line with business and team needs
Reporting to:
Customer Service Manager
#J-*****-Ljbffr

📌 Customer Experience Specialist (Melbourne)
🏢 Babybee Prams
📍 Melbourne