[Hiring] Customer Experience Specialist - eCommerce @Lifely

Role Description

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.

• 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

Qualifications

• 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

Benefits

• Competitive salary
• Comprehensive healthcare and insurance benefits
• Opportunities for career development and advancement
• Work from Home role