Position : Customer Service & Office Administration
Location : Head Office, Geelong
Position Hours : Full Time
Reporting to : Operations Manager
Objective / Mission :
To deliver exceptional customer service across all communication channels, ensuring a seamless and positive experience for our customers.
Responsibilities :
1. Provide impeccable online customer service via all communication channels, including Gorgias (live chat, email, and social media), responding to inquiries within 24 hours. Occasional after-hours work may be required to address urgent social media DMs.
2. Navigate customer orders and logistics efficiently, utilising the order management system (Indigo8).
3. Maintain regular communication with the warehouse to resolve shipment issues or discrepancies and share relevant updates with the broader team.
4. Manage customer returns and exchanges, including product inspections, storage, and disposal.
5. Process refunds promptly and manage returns through the Returns Go plugin.
6. Monitor and report on return rates, product issues, and customer feedback related to the online journey.
7. Generate return labels and liaise with the warehouse for faulty or damaged items.
8. Oversee faulty product returns sent to the office and manage resolutions.
9. Provide insights and recommendations to enhance the customer journey and improve satisfaction levels.
10. Ensure 99% accuracy in managing data entry and extraction from Indigo8.
11. Develop and maintain a comprehensive customer service "Playbook."
12. Evaluate and implement strategies to improve customer service levels.
13. Compile and present monthly customer feedback reports to management.
14. Coordinate with third-party logistics providers to address incorrect orders and manage stock discrepancies.
Function : Office Administration
Objective / Mission :
To maintain an organised, efficient, and resourceful working environment at head office.
Responsibilities :
1. Order and manage office supplies, consumables, shopping, and catering as needed, ensuring general office amenities are available.
2. Welcome and direct visitors professionally to the appropriate team members or departments.
3. Assist with meeting coordination, setup, and organisation.
4. Keep reception areas, meeting rooms, and kitchen spaces tidy and professional.
5. Provide general administrative and ad hoc support as requested.
6. Liaise with third-party contractors, couriers, and suppliers for office maintenance and other requirements.
7. Assist the Founder and General Manager with administrative tasks.
Key Attributes :
1. Minimum 1 year customer service experience.
2. Excellent communication and interpersonal skills.
3. Strong organisational abilities and attention to detail.
4. Proficiency with tools such as Indigo8, Gorgias, and Returns Go, is highly desirable.
5. Ability to manage multiple tasks and prioritise effectively.
6. Proactive problem-solving mindset with a customer-first attitude.
7. Flexibility to adapt to dynamic business needs and occasional after-hours tasks.
Employee Benefits :
Joining Ena Pelly comes with a range of benefits designed to support and reward our team, including birthday leave, wardrobe allowance, generous discount, and flexible working arrangements.
At Ena Pelly, we value hard work, dedication, and contributions. These benefits are designed to create a supportive and rewarding work environment.
Please send your applications through to us at
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