Customer Service and Administration Assistant

About us

Custom Neon is a global LED lighting and signage ecommerce business. Founded in Geelong in 2018, our headquarters is located in North Geelong. We pride ourselves on creating and designing affordable, quality LED neon and illuminated signage for all purposes. Our customers can have their logo, favourite slogan, icon or phrase transformed into custom LED signage.

For 8 years, we have been industry leaders in the LED neon signage industry.

We have a global team of 20+ and operate across the USA, UK and Australia. Custom Neon is well suited to fast-paced, passionate people who enjoy working as part of a collaborative team. We believe in creating a fun and flexible work environment, while working hard to deliver an exceptional experience for our customers.

This is a full-time fixed term 12 month hybrid position, working 3 days from our North Geelong office and 2 days from home. Applications are only open to candidates that are able to travel to the Office. This is a hybrid role but not a remote role.

About the role

As a 12 month fixed-term full time Customer Experience & Administration team member, you will play an important role in supporting the day-to-day operations of Custom Neon and delivering an exceptional experience for our customers. This is a varied role combining customer service, administration and operational support. You will be one of the first points of contact for customers, helping with general enquiries, order updates and requests while also supporting the wider team with general administrative tasks. You'll be working across multiple systems and communication channels, so we're looking for someone who is organised, responsive and comfortable managing a busy and varied workload.

Key responsibilities

• Respond to customer enquiries via phone, email and other communication channels in a friendly, professional and timely manner

• Manage the main company inbox and take on incoming leads, order update requests, shipping information and other questions throughout their Custom Neon experience

• Manage and prioritise incoming customer enquiries, ensuring requests are allocated to the appropriate team member in our Sales & Design Team

• Complete a range of day-to-day administration tasks

• Maintain accurate customer, order and internal records across our systems

• Assist with order and shipping administration, including following up information and communicating updates to customers where required

• Manager Aftercare queries and Identify customer enquiries that require escalation and ensure they are directed to the appropriate person.

• Communicate across internal channels, participate in team meetings and work collaboratively with our global team

About you

• Customer service experience (required)
• Administration experience (required)
• Experience managing a busy inbox or customer enquiry system (required)
• Confident and professional phone manner
• Strong written and verbal communication skills
• Ability to multitask and manage competing priorities
• A high level of attention to detail (required)
• Experience using Hubspot (preferred)

Benefits

• Enjoy a varied role combining customer service and administration
• Hybrid Work
• Flexi-Time
• Office Snacks & monthly lunches
• Become a valued team member and join a fun global team
• Enjoy a relaxed but fast-paced work environment