WFH E-Commerce Customer Support (Zendesk)

Job Overview

Our client is seeking a dedicated E-Commerce Customer Support (Zendesk) to deliver exceptional non-voice customer support and administrative assistance. In this role, you will manage customer inquiries through email, live chat, and Zendesk, ensuring timely resolutions regarding orders, products, and deliveries. Additionally, you will coordinate with internal teams to process e-commerce orders, update CRM records, and support operations during high-volume periods.

Schedule

Monday - Friday, 9:00 AM - 6:00 PM NSW Time, with 1 hour unpaid break (40 work hours per week)

Note: Initial training commences September 28th at 16 hours per week (two training days per week) through November, transitioning to full-time 40-hour weeks starting November for the Christmas peak period.

Responsibilities

• Customer Support & Ticket Management: Respond to customer inquiries through email, live chat, Zendesk, and other non-voice channels; manage, categorize, prioritize, and resolve customer tickets in accordance with service standards; provide empathetic written responses regarding orders, products, and deliveries while maintaining accurate customer records and meeting established KPIs (response time, ticket volume, customer satisfaction).
• E-commerce & Administrative Support: Process and manage e-commerce orders accurately; coordinate with internal teams to resolve delivery and product concerns; complete administrative data entry, spreadsheet updates, and list management across systems; escalate complex issues when required and support the broader team during peak seasonal volumes.

Requirements

• Minimum 2 years of experience in customer service, e-commerce support, or a similar non-voice role.
• Hands-on experience using Zendesk or a similar ticketing/helpdesk platform to manage customer tickets from intake to resolution.
• Strong written English communication skills with excellent grammar, spelling, tone, and attention to detail.
• Ability to multitask, prioritize customer inquiries, and efficiently handle high ticket volumes.
• Strong problem-solving, organizational, and digital tool proficiency (Zendesk, CRM systems, spreadsheets).
• Empathetic, professional, proactive, and capable of working independently in a remote environment.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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