Customer Support

Job Description

WE’RE HIRING: Customer Support Expert!

Turn every parent interaction into a caring, meaningful experience. Join a customer-focused team where you’ll provide omnichannel support, resolve concerns, share product expertise, and guide consumers through their feeding journey.

JOB OVERVIEW

We are seeking a Customer Support Expert to deliver an exceptional, empathetic experience to every parent navigating their child’s feeding journey. The role involves managing consumer inquiries, assisting with order processing and modifications, and resolving complaints across phone, email, live chat, and social media channels.

KEY RESPONSIBILITIES

• Provide caring, prompt, and accurate consumer support across multiple channels, including:
  
  • Phone
    
  • Email
    
  • Live chat
    
  • Social media
    
• Manage and respond to consumer inquiries with a warm, supportive, and professional communication style.
  
• Serve as a product expert on infant nutrition and ingredients, providing consumers with relevant product guidance.
  
• Convert consumer inquiries into sales opportunities while adhering to established brand guidelines.
  
• Handle and resolve consumer complaints with empathy and professionalism.
  
• Process order requests and order modifications accurately and efficiently.
  
• Resolve complex consumer issues rapidly and empathetically.
  
• Maintain accurate CRM records in Gladly, including:
  
  • Consumer interactions
    
  • Orders
    
  • Feedback
    
• Work closely with team members to provide consistent and high-quality consumer support.
  
• Appropriately escalate specialized inquiries to ensure consumers receive the appropriate level of assistance.
  
• Act as a trusted guide for consumers by turning routine product questions into meaningful interactions and sales opportunities.
  

Requirements

Required Qualifications

• Experience in consumer service, call handling, or multi-channel customer support.
  
• Exceptional written and verbal English communication skills.
  
• Strong empathy and an open, professional approach to consumer interactions.
  
• Strong problem-solving and analytical skills.
  
• A “can-do” attitude and ability to resolve issues swiftly in a fast-paced environment.
  
• Comfortable navigating digital systems, CRM tools, and online communication platforms.
  
• Willingness to use Gladly CRM for maintaining accurate records of consumer interactions, orders, and feedback.
  
• Willingness to work full-time, including:
  • Early rostered shifts
    
  • Late rostered shifts
    
  • One weekend shift
    

Preferred Qualifications

• Background, education, or interest in:
  • Infant care
    
  • Nursing
    
  • Midwifery
    
  • Naturopathy
    
  • Pediatric health
    
  • Nutrition
    
• Personal experience as a parent or caregiver.
  
• Experience supporting Australian or New Zealand consumer brands.
  

Benefits

Why Join Us?

• Healthy, supportive, and conducive work environment (Great Place to Work™ Certified for five consecutive years!)
  
• Work with an innovative company delivering cutting-edge solutions across multiple industries
  
• Lead a team in a fast-paced, high-growth environment
  
• Competitive salary with opportunities for career advancement
  
• Collaborative, forward-thinking work culture
  
• 21 leave credits plus all client-based holidays
  
• HMO coverage with dependent benefits
  
• Exposure to world-class leadership from both local and international supervisors
  

Ready to take your sales career to the next level? Apply now!