[Hiring] Senior Customer Service & Operations Coordinator @Virtual Staff 365

Role Description

They are now seeking to hire a Senior Customer Service & Operations Coordinator to act as the second-in-charge to the Customer Service Manager and drive operational excellence. This role is essential for leading complex issue resolution, guiding the support team, and maintaining high service standards to ensure a seamless customer experience.

Job Responsibilities

• Operational Leadership and Support
  • Act as the first point of operational support for team members and provide guidance on complex matters.
  • Step in for the Customer Service Manager during absences to coordinate daily priorities and workload.
  • Coach and guide the team in effective communication and consistent issue resolution.
• Customer Service and Issue Resolution
  • Manage complex customer complaints, delivery issues, and warranty matters directly.
  • Respond to customer enquiries via phone, email, and digital channels during peak periods.
  • Negotiate practical and commercially appropriate resolutions in line with company policies.
  • Support retail administration tasks including quotes, sales orders, returns, and exchanges.
• Process Improvement and System Management
  • Maintain and improve Gorgias macros, ticket workflows, tags, and knowledge-base content.
  • Review recurring enquiry types and ticket data to identify efficiency and quality improvements.
  • Partner with management to develop and implement practical workflow improvements.
  • Ensure accurate recording of order numbers and resolution types to support reporting.
• Stakeholder Collaboration
  • Coordinate with warehouse, sales, eCommerce, suppliers, and logistics partners.
  • Escalate material concerns and service risks to the Customer Service Manager.
  • Maintain clear and accurate records of decisions, commitments, and order details.

Qualifications

• Minimum 5 years of customer service experience in retail or eCommerce.
• Demonstrated experience in senior support, mentoring, or team leadership.
• Proven ability to manage difficult conversations and complex escalations independently.
• Strong understanding of retail, online orders, inventory, and returns processes.
• Experience using a cloud phone system in a customer service environment.
• Excellent written and verbal English communication skills.

Requirements

• Nice-to-Have Skills
• Certification in eCommerce or Customer Service Management.
• Experience using NetSuite and Shopify.
• Strong hands-on capability with Gorgias including macros and workflows.
• Practical experience using AI tools like Claude to improve response quality and team efficiency.

Benefits

• Permanent work-from-home set-up.
• Dayshift (Australian business hours).
• Full-time job.
• HMO.
• Annual leave.
• Christmas Bonus equivalent to 1 month's wage (pro-rata).