Online Customer Support Associate

Position Description

Title: Online Customer Support Specialist

Employing Entity: Directed Electronics Australia

Reporting to: Online Operations Manager

Team: Digital & Marketing

Team size: 20

No. of Direct reports:

0

Key contacts/stakeholders

Internal:

• GM’s & Head of functions
• Retail team
• eCommerce & Digital team
• IT, Finance and Admin
• Technical Support team
• Logistics team

External:

• Software vendors
• Clients/Partners

Get to know the team.

Our Digital & Marketing team plays an essential role in leading all the eCommerce, marketplaces, digital marketing, web development and creative production activities at the Directed Group. This team owns the strategy and execution of the eCommerce, marketplace and digital marketing plan to drive sales for the group. It also conceptualises, creates and executes all design material to support business wide activity for all brands and divisions.

Led by the GM – Digital & Marketing the team is mandated to create eCommerce & Marketplace sales and profit initiatives across the groups diverse online brand presence, with a specific focus on building brands digitally to maximise awareness and create positive brand reputation.  It also supports key stakeholders across the Directed Group globally to drive engagement, efficiency and effectiveness by designing and project managing creative material suitable for a specific business purpose. 

Role objective and areas of focus.

The Online Customer Support Specialist is responsible for the daily coordination of customer service and order administration across all divisions, including Directed Electronics, Toys “R” Us and others. This includes managing inbound enquiries, refunds, returns, warranties, order processing, and data flow between Shopify, SAP and marketplace portals.

This role will be an integral part of the online and marketplace team, supporting the day-to-day success of marketplace operations. The role will work closely with internal teams, marketplace partners and key stakeholders to ensure customer enquiries, orders, technical issues and marketplace requirements are managed efficiently and within strict SLAs.

The role will focus on the following areas:

Key responsibilities

Responsibilities of the Online Customer Support Specialist will include, but are not limited to:

Customer Queries

• Manage customer enquiries across websites (via Gorgias) and marketplace portals, including Amazon, eBay, Kogan, Kmart, Myer, JB Hi-Fi, Lasoo and other channels.
• Respond to and resolve enquiries relating to orders, deliveries, refunds, returns, warranties and product issues within strict SLAs.
• Monitor multiple platforms throughout the day and prioritise urgent and overdue cases.
• Maintain accurate case records and ensure timely customer follow-ups.

Order Management

• Monitor orders and fulfilment through Shopify and individual marketplace portals.
• Investigate delivery, tracking, cancellation, refund and fulfilment issues.
• Liaise with Warehouse, Logistics and other teams to resolve order issues promptly.
• Ensure marketplace cases and customer issues are actioned within required timeframes.

Technical Support

• Identify and escalate product defects and technical enquiries to the Tech Support team via Freshdesk tickets.
• Provide clear information and follow up on escalated tickets to ensure timely resolution.
• Escalate recurring product or quality issues to relevant teams.

How success is defined

Success in this role will be defined by the following:

• Consistently meeting marketplace and customer service SLAs.
• Fast, accurate and professional customer resolution.
• Effective management of multiple marketplaces and systems each day.
• Minimal overdue or missed cases.
• Timely escalation and resolution of technical and product issues.
• Strong collaboration with internal teams and positive customer outcomes.

The role in action

A typical day

• Review and prioritise customer enquiries across Gorgias, Shipofy and marketplace portals.
• Respond to Amazon, eBay, Kogan, Kmart, Myer, JB Hi-Fi, Lasoo and other marketplace enquiries within SLA.
• Resolve order, delivery, refund, return and replacement issues.
• Liaise with Warehouse, Logistics and Tech Support to resolve issues.
• Raise and follow up Freshdesk tickets for product defects and technical queries.
• Monitor SLAs, outstanding cases and escalate recurring issues.

A typical week

• Review SLA performance, response times, resolution times and outstanding cases across marketplaces.
• Identify recurring customer, product and delivery issues.
• Follow up on outstanding Freshdesk/Tech Support cases.
• Work with Warehouse, Logistics, Buying and Operations to resolve recurring issues.
• Identify process gaps and recommend improvements.

A typical month

• Review monthly marketplace and customer service performance, including SLA compliance, ticket volumes, refunds and escalations.
• Analyse recurring product, technical and customer issues.
• Identify opportunities to improve processes and marketplace performance.
• Update SOPs and customer service processes as required.
• Provide feedback to relevant teams based on customer trends and issues.

Growth opportunities

Growth opportunities for an Online Customer Support Specialist will vary based on the individuals’ strengths and interests. Career pathways can include roles such as:

• Online Customer Support Senior Specialist
• Online Customer Support Team Lead
• Technical Support Specialist

Skills, interest and experience required to succeed.

A successful Online Customer Support Specialist will demonstrate:

Experience.

• 2+ years’ experience in a product-based Customer Service role. 
• Experience working within a B2B and B2C customer support role ideally with retail channels.
• Experience investigating deliveries or orders.
• Experience handing and processing customer sales/purchase orders. 
• Exceptional customer handling skills via inbound and outbound emails.

Technical skills

• Proven ability to quickly learn new marketplace portals and experience with Gorgias, Shopify and Freshdesk (or similar platforms)
• Pride in accuracy, supported by a good memory. 

Behaviours

• An outgoing personality to proactively engage with a variety of stakeholders.
• Acting with urgency to complete the processing of incoming customer orders and enquiries every day. 
• A problem-solving mindset to search for opportunities to improve ways of working and drive better listing performance.
• A ‘customer first’ mentality to drive value for your ‘customer’.

Motivation and interests

• An interest in harmony with a small, engaged team, while taking full responsibility for their area of focus.
• An interest in learning a broad range of systems and processes.
• An interest in collaborating with other teams.
• An interest in championing an area of work on behalf of the team. 

Join the A-Team and experience the A-Life!