Senior Customer Service – Operations Coordinator
Posted 16 days ago
You'll complete your application on VirtualStaff365's career site.
About the Role
We are looking for a committed Senior Customer Service Operations Coordinator to provide key operational assistance to our staff. You will mentor team members on intricate service challenges and fill in for the Customer Service Manager to manage day-to-day tasks when necessary. In this senior capacity, you will guide others toward maintaining top-tier communication and reliable problem-solving. This position demands a proactive mindset for handling advanced escalations and ensuring fluid operations across multiple service channels. By working alongside leadership to adjust procedures and utilizing data insights to drive productivity, you will significantly enhance the department's output. This role is ideal for a seasoned professional seeking a leadership-focused position in a dynamic, remote setting that supports Australian business operations.
Requirements
- You should have a minimum of five years of experience in retail or eCommerce customer support, alongside a verified history of senior support, mentoring, or team leadership.
- You must demonstrate the capability to autonomously handle complex escalations and difficult interactions.
- You need technical expertise with Gorgias, particularly regarding workflow and macro management, and functional knowledge of Shopify and NetSuite.
- You must be proficient in using cloud-based phone technology and experienced in applying AI software like Claude to boost response quality.
- You are required to have strong verbal and written English skills.
- A certification in Customer Service Management or eCommerce is viewed as a significant benefit.
- You must possess comprehensive knowledge of inventory management, order processing, and return protocols.
Responsibilities
- You will oversee challenging customer concerns, including shipping problems and warranty claims, while answering messages via phone, email, and digital channels during high-traffic times.
- You will serve as the main operational resource, training staff on high-quality communication and resolution techniques.
- You will handle retail admin duties such as managing sales orders, quotes, exchanges, and returns.
- You will keep Gorgias macros, ticket processes, and help center materials current.
- You will evaluate ongoing ticket information to pinpoint productivity gains and collaborate with management to launch updated workflows.
- You will liaise with logistics, sales, eCommerce, and warehouse teams to ensure all activities, order information, and decisions are documented correctly for reporting purposes.
Benefits & Perks
- Permanent remote work arrangement.
- Full-time schedule coordinated with Australian business hours.
- HMO health insurance coverage.
- Annual leave.
- Pro-rata Christmas bonus totaling one month of salary.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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