Senior Customer Service & Operations Coordinator

Our client is an Australian family-owned retailer specialising in unique home furnishings, architectural hardware, and period-authentic renovation fixtures. They provide high-quality products and bespoke solutions to residential and commercial customers across the country. They are now seeking to hire a Senior Customer Service & Operations Coordinator to act as the second-in-charge to the Customer Service Manager and drive operational excellence.

This role is essential for leading complex issue resolution, guiding the support team, and maintaining high service standards to ensure a seamless customer experience. Job Responsibilities Operational Leadership and Support Act as the first point of operational support for team members and provide guidance on complex matters Step in for the Customer Service Manager during absences to coordinate daily priorities and workload Coach and guide the team in effective communication and consistent issue resolution Customer Service and Issue Resolution Manage complex customer complaints, delivery issues, and warranty matters directly Respond to customer enquiries via phone, email, and digital channels during peak periods Negotiate practical and commercially appropriate resolutions in line with company policies Support retail administration tasks including quotes, sales orders, returns, and exchanges Process Improvement and System Management Maintain and improve Gorgias macros, ticket workflows, tags, and knowledge-base content Review recurring enquiry types and ticket data to identify efficiency and quality improvements Partner with management to develop and implement practical workflow improvements Ensure accurate recording of order numbers and resolution types to support reporting Stakeholder Collaboration Coordinate with warehouse, sales, eCommerce, suppliers, and logistics partners Escalate material concerns and service risks to the Customer Service Manager Maintain clear and accurate records of decisions, commitments, and order details Minimum 5 years of customer service experience in retail or eCommerce Demonstrated experience in senior support, mentoring, or team leadership Proven ability to manage difficult conversations and complex escalations independently Strong understanding of retail, online orders, inventory, and returns processes Experience using a cloud phone system in a customer service environment Excellent written and verbal English communication skills Nice-to-Have Skills Certification in eCommerce or Customer Service Management Experience using NetSuite and Shopify Strong hands-on capability with Gorgias including macros and workflows Practical experience using AI tools like Claude to improve response quality and team efficiency ​Permanent work-from-home set-up Dayshift (Australian business hours) Full-time job HMO Annual leave Christmas Bonus equivalent to 1 month's wage (pro-rata)