Customer Experience Specialist

Lifely

4d•Remote

About The Position

Lifely is hiring a full-time Customer Experience Specialist to provide customer service and support to Australian online customers in a fast-paced eCommerce business. The role handles inquiries and complaints, resolves product and order issues, processes returns and refunds, assists with product research, and identifies customer trends and pain points to help improve service and operations. The position works from home and requires availability during Australian business hours; the requirements also mention availability during US business hours.

Requirements

At least 3 years of experience in a customer service or call centre role, preferably in eCommerce or retail.
Hands-on experience with returns, exchanges, refunds, and order issue resolution.
Experience handling customer support by phone, email, or live chat.
Strong communication and interpersonal skills, including the ability to build rapport with customers.
Business-fluent English.
Experience with customer service or helpdesk software such as 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.

Responsibilities

Respond to customer inquiries and complaints by phone, email, and live chat.
Troubleshoot product or order issues and provide solutions that support 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 operations and service.
Contribute to continuous improvement of customer service processes and procedures.
Work during Australian business hours to align with customer needs.