Customer Care Support – Australian Retail (Office‑based)

About the role

Join ConnectOS as a Customer Care Support professional focused on Australian retail customers. You will work from an office environment handling inquiries across multiple channels while delivering high‑quality, empathetic service.

Key responsibilities

• Handle customer enquiries via email, phone, web chat and other communication channels.
• Assist with deliveries, collections, back‑orders, returns, refunds, spare parts, repairs and product concerns.
• Resolve cases within service‑level targets and provide accurate information in line with company policies.
• Collaborate with internal teams (Accounts, Warehouse, Retail Stores, Marketing, Legal, etc.) and external partners (suppliers, couriers, drivers) to solve issues.
• Identify trends, provide feedback and contribute to process improvements and sales support.

Required profile

• Minimum 3 years of customer service or retail experience, preferably in an Australian e‑commerce environment.
• Experience with Zendesk or similar ticketing platforms and omnichannel support.
• Familiarity with logistics, warehouse systems and Australian Consumer Law.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and able to work office‑based.
• Immediate availability is highly regarded.

Required skills

• Zendesk (or comparable ticketing system)
• Microsoft Office Suite – Excel, Word, PowerPoint

What we offer

• Medical, dental and life insurance from day 1.
• Paid vacation, sick leave with quarterly conversion and 13th‑month pay.
• Competitive salary package with annual appraisal and financial assistance program.
• Regular company events, work‑life balance initiatives and career growth opportunities.