Our client is an Australian family-owned retailer specialising in unique home furnishings, architectural hardware, and period-authentic renovation fixtures. They provide high-quality products and bespoke solutions to residential and commercial customers across the country.
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
Customer Service and Issue Resolution
Process Improvement and System Management
Stakeholder Collaboration
Requirements
Benefits
Handle customer questions and technical issues across email, chat, and phone, guide tradespeople through key workflows, and use support insights to improve the product and customer experience.
Resolve customer inquiries and complaints in English and German through email and chat, managing ecommerce orders and subscriptions while documenting cases and coordinating timely, empathetic support.
Guide members through onboarding and ongoing accounting, tax, and payroll questions, explaining complex topics clearly while delivering attentive support and helping entrepreneurs manage their finances with confidence.
As a Tech Customer Support, you will troubleshoot issues, manage user requests, and collaborate with teams to enhance customer satisfaction across Hack The Box platforms.
Own end-to-end technical support for an API-driven risk and payments platform, diagnosing customer issues, coordinating with engineering and third parties, and improving support tools and documentation.
