[Hiring] Customer Experience Officer @Babyboo Australia

Role Description

We’re looking for a Customer Experience Officer to join our Customer Service team, reporting to our CX Manager. This is a hands-on, front-line role — you’ll be the voice our customers hear when something needs sorting, and the reason they come back. You’ll work across our helpcentre, email and live chat, keeping resolution times tight and satisfaction high, while helping us catch problems on-site before they become bigger ones. We need intuition to be high and adaptability to be solid as we face a busy, but exciting, peak period launching soon.

This is a remote opportunity to work on a short term 6 month contract as a contractor. Must be comfortable working different hour shifts over a fortnightly roster.

• Respond to customer enquiries across our helpcentre, email and live chat, in a tone that’s warm, empathetic and unmistakably BABYBOO.
• Hit daily targets for ticket volume, CSAT and resolution time, without losing the personal touch.
• Handle general admin; official orders, credit notes and refunds, with speed and accuracy.
• Keep across our Customer Service platforms (Gorgias, Loop and more), flagging new features worth adopting.
• Be our eyes on Shopify, Loop, Skutopia and Stord, raising site, stock or payment issues before they snowball.
• Jump into our priority inbox to support VIP and urgent enquiries with real care.
• Step in on community and social queries when the team needs an extra pair of hands.

Qualifications

• Detailed customer service experience in a fast-paced fashion or eCommerce environment.
• A genuine ability to increase and maintain customer satisfaction.
• Excellent written and verbal communication skills.
• A problem solver who thinks on their feet.
• Highly organised and efficient.
• Highly collaborative, comfortable working across teams and departments.

Benefits

• Real impact: this role has a direct line to our customer, our community and our revenue.
• Growth: we’re on a serious upward trajectory – there’s room to grow your remit as we scale globally.
• Team: a high-energy, supportive team who care about doing great work and having fun along the way.