Ecommerce Customer Service Specialist

About the role

Join Rose‑Hip Vital’s close‑knit Customer Service team in Chatswood and help customers, dogs and horses feel better with plant‑based joint health supplements. You’ll work on‑site, handling email and chat enquiries while using AI‑assisted tools to keep interactions personal and efficient.

Key responsibilities

• Support the Customer Service Lead with daily enquiry handling and order actions.
• Respond to customers via email and chat with warmth, accuracy and personality.
• Process order tasks such as tracking, exchanges, subscription changes and troubleshooting.
• Utilise AI workflow tools to manage ticket volume and intervene with a human touch when needed.
• Escalate time‑sensitive issues promptly to the appropriate team member.
• Maintain clean system notes to ensure nothing falls through the cracks.

Required profile

• Enjoy talking to people and solving problems.
• Prefer an in‑office, team‑oriented environment (no remote work).
• Organised, calm under pressure and detail‑oriented.
• Confident typist and comfortable using both phone and written communication.

Required skills

• Gorgias
• Shopify

What we offer

• Brand Ambassador Kit (smartphone, video gear, laptop, signage).
• Clear brand voice guidelines, content calendar and quick approvals.
• Full training on Gorgias, Shopify and related systems.
• Supportive, purpose‑driven team with predictable 25‑hour weekly schedule (9 am‑2 pm, Mon‑Fri).