Customer Experience Specialist – Retail Support

About the role

We are seeking a Customer Experience (CX) Specialist to join our retail support team at a distribution centre in Melbourne’s eastern suburbs. You will work behind the scenes, helping customers via email and phone while collaborating with an in‑store service team. The role offers a pathway to management and leadership within a fun, hobby‑focused environment.

Key responsibilities

• Handle customer enquiries through email and phone, providing accurate information and solutions.
• Assist with product, warranty and service questions, diagnosing issues and guiding customers to resolutions.
• Follow up to ensure problems are fully resolved and maintain a consistent experience across all channels.
• Review the customer journey, identify friction points and suggest improvements to enhance overall CX.
• Track and report on key metrics to support continuous service improvement.

Required profile

• At least 2 years of retail or customer service experience, preferably in online retail.
• Excellent written and spoken English with a professional phone manner.
• Strong organisational and time‑management abilities.
• Permanent right to work in Australia.
• Detail‑oriented, proactive and able to collaborate within a diverse team.

Required skills