E-Commerce Customer Service Representative (Beauty Products) - 185

Working Hours & Conditions: Mondays to Fridays; 9:00 AM to 6:00 PM AEST

Holidays: TBD

OVERVIEW

We are looking for a passionate and customer-focused E-Commerce Customer Service Representative to join our growing team. This role works closely with our Customer Service team based at our Head Office in Melbourne, supporting the day-to-day customer experience for our online beauty and skincare brand. The ideal candidate has a genuine love for beauty products, strong digital customer service experience, and the ability to deliver personalised, expert support that reflects our brand values.

RESPONSIBILITIES

Respond to customer enquiries promptly and professionally via Gorgias across email, chat, and other integrated channels
Provide expert product advice and personalised recommendations based on customer needs, skin type, and product knowledge
Manage order-related concerns including tracking, delays, cancellations, returns, refunds, and replacements
Coordinate with the Melbourne-based Customer Service agent and wider team to ensure consistent and aligned customer experiences
Identify and escalate recurring customer concerns, complaints, or emerging trends to the relevant team members
Maintain accurate customer interaction records within Gorgias and Shopify
Support the team during promotional periods and campaign launches with timely and high-quality responses
Stay up to date with product launches, ingredients, and brand messaging to ensure accurate and on-brand communication

Requirements

Essential

At least 2 years of experience in a customer service role within the FMCG or beauty products industry
Genuine familiarity with skincare and/or beauty products, including the ability to confidently discuss ingredients, routines, and product suitability
Hands-on experience with Shopify for order management and customer lookups
Experience using Gorgias or a similar helpdesk platform (e.g., Zendesk, Freshdesk, Re:amaze)
Strong written English communication skills with a warm, on-brand tone
Ability to work independently while collaborating effectively with a remote team across time zones
Customer-first mindset with a high level of empathy, professionalism, and attention to detail

Desirable

• Experience supporting an Australian or international D2C beauty or skincare brand
• Familiarity with Australian consumer expectations and online shopping behaviour
• Experience working with or alongside an offshore/onshore hybrid customer service team
• Knowledge of beauty and skincare trends relevant to the Australian market
• Visit the company's website for more information
• Visit website