Customer Support Specialist

MultiplyMii is hiring a dedicated Customer Support Specialist to join our client’s team, an established Australian furniture retailer known for delivering contemporary, high-quality designs that suit today’s lifestyle needs. They provide a thoughtfully curated selection of home furnishings, including living, dining, bedroom, and outdoor collections, recognized for their modern style and durable craftsmanship.

In this role, you will be responsible for providing responsive, accurate, and empathetic customer support through email, phone, and live chat. You’ll handle inquiries, complaints, and issues related to product transit, quality, and delivery timelines. Key responsibilities include processing payments, arranging pickups, managing returns and refunds, and coordinating item exchanges. Meeting productivity and service standards is essential, and additional tasks may be assigned to support the team’s success.

This role is a 100% work from home.

In This Role, You Will

• Respond to customer queries via email and phone, ensuring high standards of quality and productivity.
• Take ownership of issues, handling complaints related to transit damage, quality concerns, or shipping delays from start to resolution.
• Manage related tasks, including processing manual credit card/bank payments, booking pickups, issuing refunds, arranging replacements, and providing store credits.
• Ensure timely and accurate responses to all customer inquiries.
• Provide live chat support (9 AM - 5 PM on weekdays).
• Carry out additional duties as needed to ensure customer satisfaction.
  
  

About You

Core qualifications:

• 2-3 years of experience in customer service, with a strong focus on resolving inquiries and complaints.
• Excellent verbal and written communication skills, with an eye for clarity and grammar.
• Proficiency with tools like Shopify and Gorgias.
• A commitment to outstanding customer service and satisfaction.
• A reliable internet connection (20Mbps minimum).
  
  

Preferred Qualifications

• Customer service certifications or relevant training.
• High school diploma or equivalent.
• Experience with e-commerce, particularly in furniture retail.
• Proficiency with Asana and CIN7.
• Strong multitasking skills with keen attention to quality.
• Quick problem-solving abilities and adaptability in a fast-paced setting.
• Exceptional typing speed and accuracy in English.
• Ability to collaborate effectively within a team.
  
  

Why MultiplyMii

Come join a growing company where you'll be trusted to work independently and have influence on the evolution of the service & trajectory of the business.

This isn't an opportunity for candidates seeking a corporate, predictable set-up. This is a fast-paced team where you'll be expected to grow quickly and operate effectively in challenging environments.

• 100% remote
• Fringe benefits and 13th month
• Internet reimbursement
• Uncapped incentive program based on their performance