Customer Support Specialist (Email / Helpdesk / Live Chat)

An online furniture company seeking a reliable remote Customer Support Specialist to manage customer enquiries across email, helpdesk tickets, and live chat. You’ll be the first point of contact for customers providing fast, friendly, and accurate support from pre-sale questions through to post-delivery assistance. Key Responsibilities Respond promptly and professionally to customer enquiries via email, helpdesk/ticketing system, and live chat. Handle pre-sale enquiries (product details, materials, dimensions, colour options, stock availability, lead times, pricing, promotions). Assist with order support (order status, address changes, cancellations, payment confirmations, invoices/receipts). Coordinate shipping and delivery enquiries (tracking updates, delivery scheduling, missed deliveries, delivery issues). Manage after-sales support (damages, defects, missing parts, assembly questions, warranty/returns/exchanges) in line with company policies. Liaise with internal team members and external partners (warehouse, couriers, suppliers) to resolve issues efficiently. Maintain clear, accurate records of customer interactions, outcomes, and follow-ups in the helpdesk/CRM. Escalate complex or urgent cases appropriately and follow through to resolution. Identify recurring issues and suggest improvements to templates/FAQs, processes, and customer experience. Maintain a consistently high standard of customer service, tone, and brand communication. Success Measures (How Performance Will Be Evaluated) Response time and first reply time (especially for live chat) Resolution time and ability to resolve issues without repeated follow-up Customer satisfaction and professionalism of communication Accuracy of information provided and quality of ticket notes Reliability, attendance, and ability to manage workload independently Tools / Systems (Preferred) Experience with helpdesk tools (e.g., Zendesk, Freshdesk, Gorgias, Intercom, Help Scout—any similar) Comfortable with Google Workspace (Gmail, Docs, Sheets) Ability to learn store/order platforms quickly (e-commerce backend, shipping portals) Working Arrangement Remote role Standard hours: Monday to Friday (9am to 5pm) Sydney time