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Ecommerce Customer Service Specialist
Customer Service Call Centre
Company shared salary
A$4,800–A$5,600/mo (A$57,600–A$67,200/yr)
Market rate
A$5,000–A$6,250/mo (A$60,000–A$75,000/yr)
Based on similar roles (title + domain + location).
About the Company
About Rose-Hip Vital We're a family brand helping people, dogs and horses move and feel better with our plant-based joint health supplements. Our Customer Service team is small, close-knit and genuinely proud of the difference we make - if you like the sound of a warm, "everyone knows everyone" team dynamic, this one's for you.
Responsibilities
- ● Support our Customer Service Lead in the day-to-day running of customer enquiries and order actions
- ● Respond to customers across email/chat with warmth, accuracy and a bit of personality
- ● Handle order actions - tracking, exchanges, subscription changes and general troubleshooting
- ● Work alongside our AI support tools, which help manage ticket volume, and step in with the human touch where it matters
- ● Flag and escalate anything time-sensitive to the right person, fast
- ● Keep our systems and notes tidy so nothing falls through the cracks
- ● Genuinely enjoy talking to people and solving their problems
- ● Like being part of a tight, in-office team - this is a come-in, do-great-work, head-home role, not remote or hybrid
- ● Are organised, calm under a bit of pressure, and detail-oriented
- ● Care about doing things properly, not just quickly
- ● Are a confident typer - this is a digital-first role and you'll be typing for most of your shift
- ● Are just as comfortable picking up the phone as you are typing a reply - we need both We'll Set You Up With
- ● A Brand Ambassador Kit: smartphone + video gear, laptop, and our branded signage.
- ● Clear brand voice/claims guidelines, content calendar, and quick approvals.
- ● A supportive, purpose-led team.
- ● Full training on our systems (Gorgias, Shopify and more)
- ● Clear guidelines so you know exactly when to run with something and when to check in
- ● A genuinely supportive CS team who'll have your back
- ● A consistent, predictable part-time schedule
- ● Customer tickets resolved quickly and accurately
- ● Strong CSAT (customer satisfaction) results
- ● Smooth day-to-day handover and teamwork with your CS partner
- ● Customers feeling genuinely looked after, not just processed
- ● 9am to 2pm Monday to Friday
- ● Set, predictable hours that make it easy to plan your week - 25 hours across weekday mornings, in our Chatswood office. A great fit if you're after reliable part-time work with a set routine and a great team, rather than full-time hours.
- ● Equal Opportunity We value diverse backgrounds and experiences. If you're excited about the role but don't match every box, we'd still love to hear from you.
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