Customer Care Officer

Alfresco Emporium is a leading Australian homewares and lifestyle brand, renowned for timeless style, quality craftsmanship, and exceptional service. We are seeking a motivated Customer Care Officer to join our Brookvale head office team in a full-time role with an immediate start.

This role is at the heart of our customer journey. You’ll manage online and phone enquiries, deliver seamless support across platforms, and ensure stock coordination runs smoothly to keep our customers delighted.

ABOUT THE ROLE

Reporting to the Operations Manager, you will:

Customer Experience

* Be the first point of contact for all customer enquiries via phone, email, web, and Gorgias helpdesk

* Deliver prompt, positive, solution-focused responses to orders, returns, refunds, and complaints

* Manage trade and styling client accounts with tailored support

* Take ownership of customer issues, working cross-functionally to resolve them quickly

* Partner with the dispatch team to ensure online orders are fulfilled seamlessly

* Contribute to seasonal planning, including product launches and Christmas operations

Operational Support

* Maintain accurate records in Cin7, Shopify, Gorgias, and Shippit

* Coordinate with couriers to achieve on-time deliveries

* Support special projects and process improvements that enhance customer experience

ABOUT YOU

* Minimum 2+ years’ experience in online customer support or e-commerce operations

* Skilled in managing customer enquiries using helpdesk platforms (Gorgias, Zendesk, or similar)

* Strong written and verbal communication skills with a professional, empathetic style

* Able to take initiative, own problems, and work independently while collaborating across teams

* Organised, detail-oriented, and confident in prioritising tasks in a fast-paced environment

* Experience with Shopify, Cin7, Shippit, or similar systems is highly regarded

WHY YOU'LL LOVE WORKING WITH US

* Be trusted to take ownership of the customer experience and make an impact

* Join a supportive and collaborative team in a permanent, full-time role

* Enjoy staff discounts on our beautiful homewares and lifestyle products

* Convenient Brookvale location with onsite parking

HOW TO APPLY

If you’re passionate about delivering outstanding online and phone customer experiences, thrive on taking initiative, and want to grow your career in e-commerce and retail operations, we’d love to hear from you.

Please note, only successful applicants will be contacted.