Casual Customer Care Assistant

4 days ago

Gold Coast, Queensland, Australia CSB Full time $45,000 - $60,000 per year

Crop Shop Boutique (CSB) is a fast-growing Australian e-commerce brand redefining athleisure since its launch in 2019 by Rachel Dillon. With a mission to empower women worldwide, CSB blends style, function, and confidence in every piece we create. Our team thrives on relentlessly raising the bar, being perfectly practical, and being unapologetically fearless.

Please note this is a casual, 3-month contract with the potential for extension based on performance and evolving business needs. This role is ideal for someone looking to make an immediate impact during our peak trading period, with scope to continue if business growth supports it.
About the Role
The Customer Care Assistant will be responsible for assisting customers across every stage of their shopping experience with Crop Shop Boutique. To be successful in this role, the Customer Care Assistant will be hands-on, people-orientated and adaptable, with outstanding problem-solving skills. Being a constant point of contact for customers, you have the opportunity to create and/or completely transform a customer's experience. The Customer Care Assistant will be play a pivotal role in ensuring that all customers are handled in a timely manner and to the service standards required.

Key Responsibilities:- Assist manage the Gorgias omnichannel inbox (email, social DMs/comments, live chat) with on-brand tone, fast SLAs, and first-contact resolution as the default.
- Triage and prioritise tickets using tags/macros and clear escalation paths.
- Maintain data hygiene: consistent tagging, accurate notes, and clean dispositions.
- Partner cross-functionally with other teams to escalate product quality signals, flag campaign issues, and provide customer sentiment ahead of launches.
- Work autonomously and as a team to hit KPIs.
- Operate with compliance discipline: privacy/security of customer data and adherence to CSB policies.
- Peak-ready cadence: flex for seasonal spikes and after-hours coverage on a roster; uphold SLAs without compromising quality.
About You

  • A strong customer service background and understanding of the importance of customer service
  • Demonstrated strong written and verbal communication skills.
  • Ability to work in a fast-paced environment.
  • The ability to work independently on a day-to-day basis, and also work in a team environment, maintaining a strong rapport with internal and external stakeholders.
  • Previous experience in online customer service with working knowledge of key systems (Shopify and Gorgias preferred).
  • Be able to analyse technical issues and provide adequate solutions or escalate problems.
  • Ability to follow processes and procedures and search for ways to improve.
  • Demonstrated experience in problem-solving and going the extra mile for client queries.
  • A positive and flexible attitude.
  • A passion for fitness and fashion.

Why Join CSB?

  • Hybrid work model – balance of in-office & WFH
  • Short Term Incentive Program
  • Parental leave package for both parents
  • State-of-the-art gym at CSB HQ
  • Competitive staff discounts
  • Be a part of our mission to empower women worldwide
  • Exciting team events & initiatives

How to Apply
If you're ready to contribute to CSB's mission and growth, we'd love to hear from you Join in empowering women worldwide, CSB style. To apply, please submit your resume and cover letter via the job board only (direct applications via email or LinkedIn messages will not be accepted). For further information, please reach out to Dylan Anger

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