Customer Experience Specialist

Join Lifely as a full-time Customer Experience Specialist. In this role, you will be responsible for providing exceptional customer service and support to our Australian online customers. This is a great opportunity to be a part of a fast-paced, dynamic eCommerce business.
What you'll be doing
Respond to customer inquiries and complaints via phone, email and live chat channels
Troubleshoot product or order issues and provide solutions to ensure a positive customer experience
Process customer returns, exchanges and refunds in a timely manner
Assist with product research and provide recommendations to customers
Identify customer trends and pain points to help improve our operations and service
Contribute to the continuous improvement of our customer service processes and procedures
Work during Australian business hours to align with customer needs
About us
Lifely is a leading eCommerce company specialising in innovative home and lifestyle products. With a strong presence in Australia and expanding globally, we are committed to providing our customers with exceptional products and services. Our diverse and talented team is passionate about creating a positive impact on the lives of our customers.
Apply now to become our next Customer Experience Specialist.
Requirements
What we're looking for
3+ years of experience in a customer service or call centre role, preferably in an eCommerce or retail environment
Prior hands-on experience with returns, exchanges, refunds, and order issue resolution
Experience handling customer support through phone, email, or live chat
Strong communication and interpersonal skills with the ability to build rapport with customers
Business-fluent English to effectively communicate with customers
Experience with customer service or helpdesk software (e.g., Gorgias, Zendesk, Freshdesk, or a similar CRM/helpdesk tool)
Experience with Shopify or other eCommerce platforms for customer support functions
Availability during Australian business hours and US business hours
Benefits
What we offer
Competitive salary
Comprehensive healthcare and insurance benefits
Opportunities for career development and advancement
Work from Home role

Work arrangement
No