Job Overview

Our client is seeking a Customer Support & Warranty Specialist to be the dedicated point person for all customer inquiries, order updates, and issue resolution for a fast-growing furniture distribution business. In this role, you will be at the center of the customer experience, handling everything from pre-order questions and ETA updates to warranty claims and damage resolution. Working closely with the founders, you will use established resolution frameworks to ensure every customer interaction reflects brand quality while enjoying direct access to leadership for escalations.

Client Overview

Our client is a rapidly scaling furniture distribution company based in Australia. They import and distribute furniture Australia-wide, with expansion into New Zealand markets. The company has experienced significant growth in their first year and is building out their customer support infrastructure to match their scaling trajectory.

Schedule

• Flexible during AEST (40 hours per week)

Responsibilities

• Respond to customer inquiries via phone, email, and text regarding pre-orders, ETAs, and order status.
• Manage customer issues including damaged items, wrong shipments, and order discrepancies.
• Process and resolve warranty claims following established company protocols.
• Provide resolution for customer complaints using company-provided checklists and guidelines.
• Communicate with leadership team when situations require escalation or clarification.
• Maintain customer satisfaction standards for a 24/7 online sales operation.
• Update customers proactively on order status and delivery timelines.
• Document customer interactions and resolutions for company records.

Requirements

• Excellent verbal and written English communication skills suitable for phone and written customer support.
• Previous customer service experience handling inquiries, complaints, and issue resolution.
• Ability to work independently while following established protocols and guidelines.
• Comfortable using email, text, and phone-based communication platforms.
• Strong problem-solving skills with attention to detail.
• Reliable internet connection and functional home office setup.

Qualifications

• Experience in e-commerce or online retail customer service is preferred.
• Background working with furniture, home goods, or physical product distribution is preferred.
• Familiarity with warranty claims processing is a bonus.
• Experience working with Australian or New Zealand customers is preferred.

Why Join This Team

• Work remotely with flexible scheduling options.
• Grow with a rapidly scaling company in their first year of expansion.
• Receive clear guidelines and direct access to founders for support.
• Start part-time with potential to transition to full-time as the business grows.
• Join a small, collaborative team where your impact is immediately visible.
• Long-term role with stability and growth potential.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations
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Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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