E-Commerce Customer Service Representative, Beauty Products
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Job Description
Customer Service Representative delivering personalized support for an online beauty and skincare brand. Collaborating with a Melbourne-based team to enhance customer experience across digital channels.
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:
- 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
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