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Role Description

We are seeking a proactive and customer-focused Customer Service Representative to support inbound customer inquiries across phone, email, and other support channels. This role requires strong verbal communication skills and comfort handling phone calls with customers based in the United States and Australia.

The ideal candidate is confident on the phone, highly organized, detail-oriented, and capable of handling product questions, order inquiries, and general support requests while maintaining a professional and friendly tone. This position is critical to ensuring a seamless customer experience and maintaining brand reputation.

Key Responsibilities

• Handle inbound phone calls from customers in the US and Australia
• Respond to customer inquiries via email and other support channels
• Provide accurate information regarding products, orders, shipping, and policies
• Resolve customer concerns efficiently and escalate complex issues when necessary
• Assist customers with order tracking, modifications, and returns
• Update customer records and maintain accurate CRM notes
• Coordinate with operations or fulfillment teams as needed
• Maintain professional and empathetic communication standards
• Follow SOPs for issue resolution and customer handling
• Identify recurring customer issues and flag trends to leadership
• Log and track support metrics
• Maintain organized documentation of customer interactions
• Support additional customer experience initiatives as needed

Qualifications

• 2+ years of customer service experience (preferably in e-commerce or product-based businesses)
• Comfortable handling inbound phone calls with US and Australian customers
• Clear, neutral English accent with strong verbal communication skills
• Experience using CRM systems (e.g., Gorgias, Zendesk, Freshdesk, or similar)
• Strong written communication skills
• Ability to multitask and manage high inquiry volumes

Nice to Have

• Experience supporting both US and AU markets
• Experience in e-commerce customer support
• Familiarity with Shopify or similar platforms
• Experience handling returns, warranty, or product troubleshooting inquiries