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Customer Experience Specialist - eCommerce

Lifely

Role overview

Qualifications

  • 3+ years of experience in a customer service or call centre role, preferably in an eCommerce or retail environment
  • Prior hands-on experience with returns, exchanges, refunds, and order issue resolution
  • Strong communication and interpersonal skills with the ability to build rapport with customers
  • Experience with customer service or helpdesk software (e.g., Gorgias, Zendesk, Freshdesk, or a similar CRM/helpdesk tool)

Responsibilities

  • Respond to customer inquiries and complaints via phone, email and live chat channels
  • Troubleshoot product or order issues and provide solutions to ensure a positive customer experience
  • Process customer returns, exchanges and refunds in a timely manner
  • Contribute to the continuous improvement of our customer service processes and procedures

Key facts

Hard skills

Retail Experience Shopify Zendesk Freshdesk

Other skills

  • Customer Service
  • Communication
  • Social Skills
  • Rapport Building

About the company

Lifely logo

Lifely

Great style for every space. Lifely means good furniture for every space and every budget. We believe your home should reflect your character and personality. It should inspire you every time you walk through the front door. And it shouldn’t be limited by your bank account. Welcome home.

Company details

Company size51 - 200

Links

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Job description

Join Lifely as a full-time Customer Experience Specialist - eCommerce. In this role, you will be responsible for providing exceptional customer service and support to our Australian online customers. This is a great opportunity to be a part of a fast-paced, dynamic eCommerce business.

What you'll be doing

  • Respond to customer inquiries and complaints via phone, email and live chat channels
  • Troubleshoot product or order issues and provide solutions to ensure a positive customer experience
  • Process customer returns, exchanges and refunds in a timely manner
  • Assist with product research and provide recommendations to customers
  • Identify customer trends and pain points to help improve our operations and service
  • Contribute to the continuous improvement of our customer service processes and procedures
  • Work during Australian business hours to align with customer needs

About us

Lifely is a leading eCommerce company specialising in innovative home and lifestyle products. With a strong presence in Australia and expanding globally, we are committed to providing our customers with exceptional products and services. Our diverse and talented team is passionate about creating a positive impact on the lives of our customers.

Apply now to become our next Customer Experience Specialist - eCommerce

Requirements

What we're looking for

  • 3+ years of experience in a customer service or call centre role, preferably in an eCommerce or retail environment
  • Prior hands-on experience with returns, exchanges, refunds, and order issue resolution
  • Experience handling customer support through phone, email, or live chat
  • Strong communication and interpersonal skills with the ability to build rapport with customers
  • Business-fluent English to effectively communicate with customers
  • Experience with customer service or helpdesk software (e.g., Gorgias, Zendesk, Freshdesk, or a similar CRM/helpdesk tool)
  • Experience with Shopify or other eCommerce platforms for customer support functions
  • Availability during Australian business hours and US business hours

Benefits

What we offer

  • Competitive salary
  • Comprehensive healthcare and insurance benefits
  • Opportunities for career development and advancement
  • Work from Home role

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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