Job Title: Ecommerce & Customer Service Assistant - Luxury Fashion Brand
Location: Alexandria
Reports To: Ecommerce Manager
Department: Ecommerce

About the Role:
We are seeking a proactive and detail-oriented Ecommerce & Customer Service Assistant to join our growing team. This role is perfect for someone who thrives in a fast-paced, collaborative environment and enjoys supporting both customers and digital operations. You will be at the heart of delivering a seamless online shopping experience while contributing to the overall success of our ecommerce initiatives.

Key Responsibilities:

Customer Service:

• Respond promptly to customer inquiries via email, live chat, social media, and occasionally phone.

• Resolve order-related issues, including shipping, returns, exchanges, and sizing questions.

• Troubleshoot payment, order, and website issues efficiently.

• Maintain up-to-date knowledge of products, policies, and promotions.

• Support occasional evening showroom events.

Ecommerce & Website Management:

• Ensure the website is always fully functional, up-to-date, and aligned with best practices.

• Regularly audit and improve site content and product merchandising.

• Manage daily product tagging and updates.

• Create new collections and execute sales markdowns in Shopify (and other platforms as needed).

• Assist in ecommerce projects, testing functionality, and attending web development meetings.

• Proactively resolve issues to optimize the customer experience.

Product & Content Management:

• Upload seasonal products and ensure merchandising is optimized for sales.

• Support ecommerce photoshoots as required.

Reporting & Monitoring:

• Prepare weekly, monthly, and quarterly ecommerce reports.

• Track faulty product reports, out-of-stock items, and unfulfilled orders.

Team Collaboration:

• Work closely with the Client Team and wider business to support ecommerce goals.

• Demonstrate a proactive and can-do attitude.

• Take initiative in self-development and training.

Requirements:

• 1-2 years' experience in a customer service or ecommerce role.

• Experience with Shopify and strong understanding of website functionality.

• Technical proficiency in Microsoft Office Suite, especially Excel.

• Analytical mindset with a focus on data-driven decision-making.

• Strong problem-solving abilities and interest in project management.

• Excellent attention to detail and time management skills.

• Ability to work independently while being a collaborative team player.

Why Join Us:
This is an exciting opportunity to grow your career in ecommerce and customer service within a dynamic, supportive team. You'll gain hands-on experience in both digital operations and client-facing support while contributing to the success of a fast-moving online business.

To apply please email, leannec@tshr.com.au