Customer Service Specialist - Festive Season

About the role

A well-loved Australian FMCG brand is looking for an empathetic, caring and detail-oriented Customer Service Specialist to join its team over the busy festive season. The role sits at the heart of community support, building relationships with everyday shoppers (B2C) and retail stockist partners (B2B). It is based in Macquarie Park, NSW.

Key responsibilities

• Manage and attend tickets each week via Freshdesk, with helpful, patient and warm communication.
• Act as the support point for the shopper rewards program: update rewards card numbers and email addresses, verify account checks and resolve missing cashback inquiries.
• Help customers place, track and manage orders across different digital ordering platforms.
• Handle customer escalations with reassurance and emotional intelligence.
• Work closely with internal colleagues so every customer feels heard and valued.

Required profile

• Background in customer service, ticketing environments (Freshdesk experience highly regarded) or customer support operations.
• Natural flair for positive, considerate written and verbal communication, with strong de-escalation skills.
• Comfortable switching between multiple online portals, shopper platforms and loyalty systems with attention to detail.
• Dedicated to supporting the team and community across the Christmas and festive period.

What we offer

• Pay of $43.00 per hour plus superannuation, paid weekly via timesheets.
• Hybrid flexibility: 2 days working from home and 3 days in the Macquarie Park office, with Thursdays as a shared team day.
• A supportive culture grounded in kindness, mutual support and psychological safety.

To apply, send your resume directly to the recruiter named in the advert.