Senior Customer Service & Operations Coordinator

Our client is an Australian family-owned retailer specialising in unique home furnishings, architectural hardware, and period-authentic renovation fixtures. They provide high-quality products and bespoke solutions to residential and commercial customers across the country.

They are now seeking to hire a Senior Customer Service & Operations Coordinator to act as the second-in-charge to the Customer Service Manager and drive operational excellence. This role is essential for leading complex issue resolution, guiding the support team, and maintaining high service standards to ensure a seamless customer experience.

Job Responsibilities

Operational Leadership and Support

• Act as the first point of operational support for team members and provide guidance on complex matters
• Step in for the Customer Service Manager during absences to coordinate daily priorities and workload
• Coach and guide the team in effective communication and consistent issue resolution

Customer Service and Issue Resolution

• Manage complex customer complaints, delivery issues, and warranty matters directly
• Respond to customer enquiries via phone, email, and digital channels during peak periods
• Negotiate practical and commercially appropriate resolutions in line with company policies
• Support retail administration tasks including quotes, sales or