Ecommerce & Customer Service Assistant

2 days ago

Alexandria, New South Wales, Australia TSHR - Trak and Scarlett Full time $60,000 - $80,000 per year

Job Title: Ecommerce & Customer Service Assistant - Luxury Fashion Brand

Location: Alexandria

Reports To: Ecommerce Manager

Department: Ecommerce

About the Role:

We are seeking a proactive and detail-oriented Ecommerce & Customer Service Assistant to join our growing team. This role is perfect for someone who thrives in a fast-paced, collaborative environment and enjoys supporting both customers and digital operations. You will be at the heart of delivering a seamless online shopping experience while contributing to the overall success of our ecommerce initiatives.

Key Responsibilities:

Customer Service:

  • Respond promptly to customer inquiries via email, live chat, social media, and occasionally phone.
  • Resolve order-related issues, including shipping, returns, exchanges, and sizing questions.
  • Troubleshoot payment, order, and website issues efficiently.
  • Maintain up-to-date knowledge of products, policies, and promotions.
  • Support occasional evening showroom events.

Ecommerce & Website Management:

  • Ensure the website is always fully functional, up-to-date, and aligned with best practices.
  • Regularly audit and improve site content and product merchandising.
  • Manage daily product tagging and updates.
  • Create new collections and execute sales markdowns in Shopify (and other platforms as needed).
  • Assist in ecommerce projects, testing functionality, and attending web development meetings.
  • Proactively resolve issues to optimize the customer experience.

Product & Content Management:

  • Upload seasonal products and ensure merchandising is optimized for sales.
  • Support ecommerce photoshoots as required.

Reporting & Monitoring:

  • Prepare weekly, monthly, and quarterly ecommerce reports.
  • Track faulty product reports, out-of-stock items, and unfulfilled orders.

Team Collaboration:

  • Work closely with the Client Team and wider business to support ecommerce goals.
  • Demonstrate a proactive and can-do attitude.
  • Take initiative in self-development and training.

Requirements:

  • 1-2 years' experience in a customer service or ecommerce role.
  • Experience with Shopify and strong understanding of website functionality.
  • Technical proficiency in Microsoft Office Suite, especially Excel.
  • Analytical mindset with a focus on data-driven decision-making.
  • Strong problem-solving abilities and interest in project management.
  • Excellent attention to detail and time management skills.
  • Ability to work independently while being a collaborative team player.

Why Join Us:

This is an exciting opportunity to grow your career in ecommerce and customer service within a dynamic, supportive team. You'll gain hands-on experience in both digital operations and client-facing support while contributing to the success of a fast-moving online business.

To apply please email,

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