Customer Service Officer – Retail & Distribution

About the role

The client, a leading importer and distributor of iconic toys and hobby brands, is seeking an experienced Customer Service Officer to join their team in the inner southern suburbs. You will be responsible for delivering high‑quality support to customers via phone, email and social media, handling enquiries related to orders, stock deliveries and general queries.

Key responsibilities

• Provide excellent phone support for client enquiries, including website orders and retail store stock deliveries.
• Record call details and ensure each enquiry is followed up appropriately.
• Update customer orders in the system and verify freight times.
• Maintain and update spreadsheets as required.
• Assist the data‑entry team when additional support is needed.
• Perform administrative tasks assigned by management.
• Update the digital planning platform (Asana) as needed.
• Transfer calls and escalate enquiries to the relevant departments.
• Monitor email and social‑media inboxes, responding to direct messages and enquiries promptly.

Required profile

• Strong verbal and written communication skills.
• Ability to multitask, prioritize tasks and work with initiative.
• Excellent problem‑solving abilities.
• Flexibility to support data‑entry teams when required.
• Attention to detail and a customer‑focused attitude.
• Experience in a customer service or retail environment is preferred.
• Previous exposure to import/distribution or retail companies is advantageous but not essential.

Required skills

• Proficiency with Microsoft Excel.
• Experience using Asana for digital planning.
• Ability to navigate and respond on social media platforms (e.g., Facebook, Instagram).
• Strong overall IT skills and ability to learn new systems quickly.