Customer Experience Specialist - eCommerce

Join Lifely as a full-time Customer Experience Specialist - eCommerce . 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 - eCommerce 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 What we offer Competitive salary Comprehensive healthcare and insurance benefits Opportunities for career development and advancement Work from Home role