E-Commerce Customer Service Representative

About the role

We are seeking a remote E‑Commerce Customer Service Representative to deliver outstanding support across multiple online stores. The position is full‑time, 100% remote, and reports to an Australian timezone.

Key responsibilities

• Provide customer service via email, phone and live chat.
• Process orders, returns, refunds, shipping updates and other administrative tasks with accuracy.
• Answer product enquiries using fitment guides and brand resources.
• Investigate “Where is my order?” (WISMO) queries and follow up with shipping providers.
• Apply goodwill gestures such as credits according to satisfaction guidelines.
• Maintain up‑to‑date records in Salesforce Service Cloud.
• Participate in daily check‑ins and team meetings via Slack/video calls.
• Escalate complex issues to the on‑shore team when needed.
• Upsell in‑house brands and promote repeat purchases.
• Uphold a casual, friendly tone across all brand communications.

Required profile

• Minimum 5 years of customer service experience in online retail or e‑commerce.
• Excellent written English communication skills.
• Ability to work the specified shift (12:00 AM‑9:00 AM / 3:00 PM‑12:00 AM Gold Coast Time).

Required skills

• Experience with CRM platforms such as Salesforce, Gorgias, Zendesk or Intercom.
• Proficiency in Salesforce Service Cloud.
• Familiarity with Slack for internal communication.

What we offer

• Competitive salary AU$ 2,300‑2,500 per month.
• Fully remote work arrangement.
• Full‑time employment with a structured training schedule.
• Opportunity to work with a fast‑paced, people‑focused e‑commerce team.