Shopify Customer Service Specialist – ACTIVE

Job Application Code: 003792RZ (add this to the application form)

Shift: Full Time, Monday to Friday, 40 hours per week. 9am to 6pm AU time (includes 1 hour unpaid lunch/break).

Role Overview:

Rob is looking for an experienced Shopify Customer Service Specialist to manage customer enquiries and provide reliable after-sales support. This person will be responsible for assisting customers with orders, returns, refunds, delivery and other post-purchase enquiries, while coordinating with internal teams such as the warehouse to ensure issues are resolved efficiently.

Because this is a customer-facing role supporting Australian customers, clear and professional English communication is particularly important. A neutral and easy-to-understand accent is preferred.

Primary Mission

Resolve customer enquiries quickly and accurately, keep customers informed throughout the resolution process, and take ownership of issues from first contact through to completion, so Rob’s customers consistently receive a professional, reliable after-sales experience.

Key Responsibilities

• Respond to customer enquiries in a timely and professional manner.
• Manage after-sales customer support.
• Assist customers with order-related questions.
• Handle returns and refund requests according to company procedures.
• Assist with delivery and shipment-related enquiries.
• Coordinate with the warehouse/support team regarding customer orders.
• Follow up internally on delayed or unresolved orders.
• Keep customers informed throughout the resolution process.
• Ensure customer issues are properly documented and followed through to completion.
• Resolve customer concerns independently where appropriate.
• Escalate issues to the internal team when required.
• Maintain a professional, helpful, and customer-focused approach.
• Support other customer service and Shopify-related tasks as required.

Customer Experience Expectations

The successful candidate should be able to:

• Communicate clearly and professionally.
• Understand customer concerns quickly.
• Respond with confidence and empathy.
• Take ownership of customer issues rather than simply passing them to another team member.
• Follow up proactively until an issue is resolved.
• Communicate effectively with internal teams.
• Know when an issue can be resolved independently and when it should be escalated.

Required Skills

• Previous customer service experience.
• Experience supporting e-commerce customers.
• Comfortable working with Shopify or similar e-commerce platforms.
• Strong written and spoken English.
• Clear, easy-to-understand verbal communication.
• A neutral or non-strong accent suitable for Australian customers.
• Patient, professional, and customer-focused.
• Can handle difficult or unhappy customers calmly.
• Proactive and takes ownership of problems.
• Can work independently without constant supervision.
• Highly organised and detail-oriented.

Nice to have:

• 3-5+ years of customer service experience.
• E-commerce or Shopify experience.
• Experience handling returns, refunds and delivery enquiries.
• Experience communicating with Australian customers.

Who This Role Suits

• Customer-focused and professional.
• A clear communicator who is patient and proactive.
• Reliable, solution-oriented and accountable.
• Comfortable taking ownership of a problem rather than passing it on.

What Success Looks Like

• Responds to customers promptly.
• Resolves enquiries accurately and efficiently.
• Minimises unnecessary escalations.
• Ensures returns and refunds are handled correctly.
• Proactively follows up with the warehouse and internal teams.
• Keeps customers informed throughout the resolution process.
• Provides a consistently professional customer experience.