Join Lifely as a full-time Customer Experience Specialist. In this role, you will be responsible for providing exceptional customer service and support to our Australian online customers. This is a great opportunity to be a part of a fast-paced, dynamic eCommerce business.
What you'll be doing
- Respond to customer inquiries and complaints via phone, email and live chat channels
- Troubleshoot product or order issues and provide solutions to ensure a positive customer experience
- Process customer returns, exchanges and refunds in a timely manner
- Assist with product research and provide recommendations to customers
- Identify customer trends and pain points to help improve our operations and service
- Contribute to the continuous improvement of our customer service processes and procedures
- Work during Australian business hours to align with customer needs
About us
Lifely is a leading eCommerce company specialising in innovative home and lifestyle products. With a strong presence in Australia and expanding globally, we are committed to providing our customers with exceptional products and services. Our diverse and talented team is passionate about creating a positive impact on the lives of our customers.
Apply now to become our next Customer Experience Specialist.
Requirements
What we're looking for
- 3+ years of experience in a customer service or call centre role, preferably in an eCommerce or retail environment
- Prior hands-on experience with returns, exchanges, refunds, and order issue resolution
- Experience handling customer support through phone, email, or live chat
- Strong communication and interpersonal skills with the ability to build rapport with customers
- Business-fluent English to effectively communicate with customers
- Experience with customer service or helpdesk software (e.g., Gorgias, Zendesk, Freshdesk, or a similar CRM/helpdesk tool)
- Experience with Shopify or other eCommerce platforms for customer support functions
- Availability during Australian business hours and US business hours
Benefits
What we offer
- Competitive salary
- Comprehensive healthcare and insurance benefits
- Opportunities for career development and advancement
- Work from Home role
3+ years customer service or call centre experience, preferably in eCommerce; experience with returns, exchanges, refunds, and order resolution; phone, email, and live chat support; business-fluent English; experience with helpdesk software and Shopify; availability during Australian and US business hours.
Key Responsibilities
- responding to inquiries
- processing returns
- troubleshooting issues
Skills & Tools
Gorgias, Zendesk, Freshdesk, Shopify
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Philippines
- Languages: English
About Lifely
An Australian-founded ecommerce group building and scaling a portfolio of physical product brands for the home and family market. — Industry: Retail and Wholesale