Customer Service Representative

Vida Glow is the global leader in ingestible beauty, offering a premium range of supplements available online and extensively in retail outlets worldwide. The Customer Service & Office Administrator role supports exceptional customer experiences across touchpoints and provides central office support in the North Sydney head office.

The role collaborates with the Sales Team, Operations, Digital, and other departments to uphold the brand's reputation, support daily office operations, and meet customer needs effectively. It requires flexibility, initiative, adaptability, high attention to detail, and a solutions‑focused attitude.

Customer Service

• Engage with customers promptly and professionally across all global channels — including CRM systems, email, live chat, phone, social media, and review platforms — delivering an exemplary customer experience.
• Adhere to customer service standards, processes, and policies across every platform.
• Address inquiries, concerns, and complaints with empathy and efficiency, aiming for first‑contact resolution and alignment with KPIs.
• Answer product questions including ingredients and usage clearly and knowledgeably.
• Proactively contact customers when required, ensuring timely, helpful, on‑brand communication.
• Maintain consistency in brand messaging and professionalism in all communications.
• Communicate key customer feedback to internal teams to improve products, services, or processes.
• Collaborate with internal departments and external partners to ensure seamless service and quick issue resolution.
• Monitor and manage order fulfilment, ensuring orders are processed, shipped, and delivered promptly.
• Coordinate with warehouse and operations teams for accurate logistics, order placement, and follow‑ups.
• Handle returns and order corrections with high accuracy and customer satisfaction.
• Stay adaptive to shifting priorities and customer needs while managing multiple tasks and meeting deadlines.
• Maintain a strong customer‑first focus and aim to exceed expectations in every interaction.

Office Administration Support

• Keep the office tidy, stocked, and running efficiently — including managing supplies, ordering stationery, and coordinating basic maintenance.
• Organise and book team lunches, catering, and meeting room setups.
• Support small team events or celebrations and assist with general admin tasks.

• Proven experience in a customer service or administration role, ideally in a fast‑paced, collaborative environment.
• Strong organizational and time‑management skills with the ability to prioritise and multitask.
• Excellent verbal and written communication with strong attention to detail.
• Proactive problem‑solving mindset with initiative and a solutions orientation.
• Intermediate Excel skills; experience with Shopify, Gorgias, and SAGE X3 is advantageous.
• Comfort with a variety of digital tools, systems, and platforms to support customer service and admin tasks.
• Ability to meet tight deadlines and remain composed under pressure.
• High level of accuracy and consistency in communication and documentation.
• Ability to work with AI tools.

Role details

This role is 3 days per week in our North Sydney office on Mondays, Wednesdays and Fridays.

• A generous monthly product allowance
• Birthday leave
• Wellbeing program including on‑site gym and weekly Pilates class
• Company‑funded parental leave
• Loyalty leave – up to 5 extra days
• Abundance of local cafes and proximity to public transport
• Certified Great Place To Work

Vida Glow is committed to creating a diverse workplace that provides equal opportunity for all. We value talent from diverse backgrounds and experiences and encourage all to apply.

North Sydney, NSW, Australia