Customer Support Executive | Voice & Email | Australian Shift

We are looking for an experienced Customer Service Executive to support our Australian eCommerce (Shopify) clients across Email, Live Chat, and Voice channels. Candidates must have 1-2+ years of experience in an eCommerce company, an eCommerce background is mandatory, and excellent spoken and written English is essential for this role.

WORKING HOURS

• Monday to Friday: 4:30 AM 2:30 PM (Australian Business Hours).
• Saturday: 4:30 AM 9:00 AM (Half Day-WFH).
• Sunday: Weekly Off.

EXPERIENCE

• Minimum 1+ years of experience in an eCommerce is mandatory.
• Experience working with Shopify-based businesses will be an advantage.
• Must have handled Email, Live Chat, and Voice (Call) Support.

KEY REQUIREMENTS

• Excellent verbal and written English communication skills this role involves direct communication with Australian clients, so a neutral accent and clear, confident spoken English are essential.
• Strong customer handling and problem-solving abilities.
• Ability to work in a fast-paced environment and manage multiple customer conversations simultaneously.
• Good understanding of order management, shipping, returns, refunds, and warranty processes.
• Familiarity with CRM/helpdesk tools such as Gorgias, Zendesk, Freshdesk, Intercom, or similar platforms.
• Basic knowledge of Shopify, payment gateways, courier tracking, and order fulfilment.
• Ability to coordinate with internal teams and vendors for issue resolution.
• Strong attention to detail and ability to maintain accurate records.
• Ability to prioritise urgent customer issues and escalate them when required.

ROLES & RESPONSIBILITIES

• Respond to customer enquiries through Email, Live Chat, and Phone Calls.
• Provide timely updates on order status, shipping, delivery, returns, refunds, and warranty claims.
• Resolve customer complaints while maintaining a high level of customer satisfaction.
• Coordinate with suppliers, warehouse teams, and logistics partners to resolve order-related issues.
• Process cancellations, refunds, replacements, and return requests as per company policy.
• Escalate unresolved issues to the relevant department and follow up until closure.
• Maintain accurate customer records and update CRM/helpdesk systems.
• Meet internal response and resolution SLAs.
• Deliver a professional and positive customer experience across all communication channels.

PREFERRED SKILLS

• Experience with eCommerce businesses.
• Ability to work independently with minimal supervision.
• Strong organisational and time management skills.