Customer Support, Returns and Claims Specialist (Gorgias and AfterShip)

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TYPE OF WORK

Full Time

SALARY

$5 per hour

HOURS PER WEEK

40

DATE UPDATED

Apr 11, 2026

JOB OVERVIEW

We are a leading Australian bathroomware retailer specialising in vanities, bathtubs, tapware, and accessories. We process thousands of orders each month and need someone who is accurate, organised, and confident following strict processes.

About the Role:
This is not a basic customer service role.
You will manage customer support, order issues, returns, damage claims, and help improve how our Gorgias AI performs over time.
Your job is to reduce problems, handle claims correctly, enforce policy, and help make support operations more efficient.

Key Responsibilities:
Manage customer enquiries through Gorgias (email and chat)
Provide accurate stock, delivery, and order updates
Track shipments and follow up on delays
Manage order issues in Shopify
Process return requests through AfterShip
Approve or reject returns based on company policy
Handle damage claims, missing items, and shortages
Lodge and follow up freight claims with carriers
Keep accurate records of returns, claims, and support issues
Add knowledge into Gorgias AI to improve future responses
Review and rate AI responses to help make Gorgias more accurate and efficient
Use tags, macros, and internal processes correctly
Provide daily or weekly summaries on issues and trends

Requirements:
Experience in eCommerce, support, logistics, returns, or claims
Experience with Shopify, Gorgias, and/or AfterShip
Strong written English
High attention to detail
Confident following rules and making decisions
Comfortable rejecting requests that do not meet policy

KPIs:
Fast response and resolution times
Low error rate
Accurate return and claim handling
Strong claim recovery rate
Fewer invalid returns
Improved Gorgias AI accuracy over time

Important:
This role requires ownership, accuracy, and consistency. You must be comfortable enforcing policy, handling claims properly, and helping improve our support systems over time.

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