Customer Care Assistant

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TYPE OF WORK

Full Time

SALARY

$240 USD/weekly

HOURS PER WEEK

40

DATE UPDATED

Jul 9, 2026

JOB OVERVIEW

Customer Care Assistant

Manager: Customer Care Manager
Rate: $240 USD per week
Shift: Mon-Fri, 9AM- 5PM AEST

Role Overview

The Customer Care Assistant is a full-time role supporting the day-to-day Customer Care function,
delivering timely, accurate, and high-quality support across all channels.
Working closely with the Customer Care Manager, this role ensures a seamless customer
experience, assists with order and returns management, and helps identify opportunities to improve
processes and service outcomes.

Key Responsibilities
Customer Care & Operations
• Respond to customer enquiries via email, live chat, and social media (Gorgias)
• Provide support on orders, products, shipping, and returns in line with brand tone of voice
• Ability to sell & provide product recommendations enhancing the customer’s experience
• Escalate complex enquiries where required

Orders, Returns & Systems
• Manage orders via Shopify and Indigo8
• Process returns and exchanges through ReturnGO
• Liaise with warehouse and logistics teams to resolve issues
• Maintain accurate customer records across systems

Customer Experience & Improvement
• Provide product advice and support to customers – ensuring an exceptional customer
experience.
• Identify trends, feedback, and recurring issues, escalating insights to the Customer Care
Manager
• Support improvements to processes, FAQs, and workflows
Team & Peak Support
• Assist the Customer Care Manager with day-to-day operations and ad hoc tasks
• Support the team during peak periods to maintain service levels
• Collaborate with eCommerce, Retail, and Operations teams as required

Key Competencies
• Strong communication skills and customer-first mindset
• High attention to detail and organisation
• Ability to work in a fast-paced environment
• Positive, collaborative, and solutions-focused attitude
• Willingness to learn and develop within Customer Care

Required Tools & Experience (Must-Have):
- Shopify (order management)
- Indigo8
- ReturnGO (returns and exchanges)
- Gorgias (or similar helpdesk platform for email/chat support)

To apply, please include:
-Your most updated CV
- Answer the screening questions below,
1. Describe your experience using Shopify for order management. What tasks did you handle daily?
2. A customer messages angrily saying their order hasn’t arrived and they want a refund immediately. Write your response.
3. Explain your step-by-step process for handling a return or exchange request.
4. How do you prioritize tasks when handling multiple customer inquiries at once?

Please note: Applications that do not include both a CV and complete answers to the screening questions will not be considered.

SKILL REQUIREMENT
Shopify Ecommerce Customer Relationship Management
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