Customer Service Representative

About Us

We are a fast-growing Australian home fragrance brand specialising in soy candles, reed diffusers, and lifestyle products. With a strong focus on quality, creativity, and customer experience, we’re passionate about creating products our customers love and a brand they feel connected to.

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About the Role

We’re looking for a friendly, organised, and proactive Customer Service Representative to join our team. This is an in-house role where you’ll be the first point of contact for our customers, ensuring every interaction is smooth, helpful, and aligned with our brand.

You’ll work closely with our warehouse and operations team to ensure orders are processed efficiently and customers are kept informed every step of the way.

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Key Responsibilities

• Respond to customer enquiries via email, social media, and live chat
• Assist customers with orders, product recommendations, and general enquiries
• Manage order changes, tracking requests, and delivery updates
• Handle returns, exchanges, and refunds
• Process wholesale orders and create invoices
• Greet & serve customers within our warehouse shop
• Liaise with the warehouse team to resolve order issues
• Maintain accurate customer records and communication notes
• Provide feedback on customer trends, issues, and opportunities for improvement
• Some operations and warehouse support may be required during busy periods

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About You

• Previous experience in customer service (eCommerce or retail preferred)
• Strong written communication skills
• Highly organised with strong attention to detail
• Confident problem-solver who can think on their feet
• Comfortable using systems like Shopify, email platforms, or similar tools
• Positive, team-oriented attitude
• Motivated and positive
• Proactive and can demonstrate great initiative

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Bonus Points If You Have

• Experience with Shopify or similar e-commerce platforms
• Experience in a product-based or online retail business
• An interest in lifestyle, home, or fragrance brands
• Leadership experience

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What We Offer

• Supportive and friendly team environment
• Opportunity to grow within a fast-growing brand
• Staff discounts on products
• Be part of exciting product launches and campaigns
• Flexible Hours/ Days

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Working Hours

• This is a part-time role located at our Milkwick Warehouse in Pakenham
• 20 - 30 hours per week (negotiable)
• Flexibility required during peak periods

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How to Apply

Please apply via Seek with your resume and a short cover letter outlining your experience and why you’d be a great fit for this role.