E-commerce Customer Support Representative

TL;DR

E-commerce Customer Support Representative (E-commerce): Handle sophisticated inbound and outbound customer interactions across phone, chat, and email with an accent on high-value inquiries, sales guidance, and logistics coordination. Focus on resolving complex problems, ensuring seamless experiences during peak retail periods, and maintaining quality standards in a technology-enhanced environment.

Location: Permanent work from home during AET business hours (must work Saturdays and Sundays, weekdays 11:00 AM–8:00 PM AET, weekends 8:00 AM–5:00 PM AET)

Company

Forward-thinking Australian brand dedicated to exceptional e-commerce shopping journeys with human-led support for complex issues.

What you will do

• Provide omnichannel support via phone calls, live chat, and email tickets with professionalism.
• Guide customers on pre-purchase inquiries and product decisions for Australian shoppers.
• Resolve delivery and logistics concerns for seamless end-to-end experiences.
• Tackle high-value, complex issues requiring creative problem-solving.
• Ensure coverage during peak periods like Black Friday and holidays, including evenings and weekends.
• Maintain high quality and professionalism in all interactions.

Requirements

• Proven customer support experience, preferably in retail or e-commerce
• Demonstrated experience supporting Australian businesses and customers
• Availability for weekend shifts (Saturday and Sunday) as standard roster
• Technical proficiency managing multiple channels (phone, chat, email) simultaneously
• Advanced problem-solving skills and customer-first mindset
• Excellent attendance record

Culture & Benefits

• Permanent work from home as independent contractor
• Immediate hiring process
• HMO coverage for eligible locations
• Flexible schedule within AET business hours
• State-of-the-art customer service technology

Hiring process

• Complete application via hirify.global Career Site including assessment questions, technical check, and voice recording
• Priority review for fully submitted applications
• Professional hourly fees based on application performance