Customer Service
Representative
Email, chat and phone support that keeps customers happy and loyal — from $14/hr + GST.
What a Customer Service Representative does
Every support interaction is a retention moment. A dedicated CS representative covers your channels with fast, warm, on-brand responses so customers stay.
Every StaffingSolutions.io customer service representative is recruited, hired and managed by us — reference-checked for your tools, working your business hours, and backed by our zero-risk promise: no placement fee, money-back first week, and a free replacement if the fit isn't right.
What they handle
- Email & tickets — resolved promptly.
- Live chat — real-time help.
- Phone support — clear and friendly.
- Orders & accounts — managed.
- Returns & complaints — handled with care.
- CRM/helpdesk — updated.
A week in the role
A customer service representative works a ticket queue, not an inbox. The day is order status, delivery chasing, returns under the client's policy and Australian Consumer Law, warranty claims and the escalations a manager needs to decide. Everything runs through Zendesk, Freshdesk or Gorgias sitting over Shopify or the client's order system.
Starts the shift on tickets that arrived outside the client's Australian business hours, sorted by first-response breach risk rather than arrival order, so the queue is flat before new volume starts landing.
Traces consignments through Australia Post, StarTrack, Aramex or Team Global Express, lodges a missing-parcel enquiry when scans stop, and gives the customer a real answer instead of forwarding a tracking link back to them.
Assesses each request against the client's return window and the consumer guarantees under Australian Consumer Law, issues the return label, raises the RMA, and passes refunds above the client's threshold to a manager to authorise.
Makes address corrections, variant swaps and quantity changes in Shopify or WooCommerce before the warehouse picks, applies approved discount codes, and cancels and rebuilds orders where an edit isn't possible.
Writes and revises Zendesk macros as products, shipping cut-offs and policies change, retires the ones that are producing follow-up questions, and keeps placeholder fields correct so replies don't go out with blanks.
For faulty, damaged or repeat-contact cases, assembles the order number, customer photos, courier scan history and prior tickets into a single handover so the manager makes one decision without asking for more.
Raises claims with the supplier or manufacturer, supplies the serial number and fault evidence, tracks the replacement or credit, and keeps the customer updated during the stretches where the supplier goes quiet.
Checks live availability, incoming purchase order dates and sizing or specification sheets before replying, and flags to the client the questions that keep coming up because the product page doesn't answer them.
Replies to Google, Trustpilot and ProductReview.com.au reviews from the client's approved wording, and escalates any review naming a staff member, alleging injury or raising a safety issue instead of answering it.
Tags every ticket by contact reason and resolution type so the weekly report shows what is actually driving contact volume, then writes the summary of the themes for the client's operations meeting.
Turns the most repeated questions into Zendesk Guide or Gorgias Help Center articles, and updates shipping cut-offs, public holiday closures and returns instructions before each peak period rather than during it.
Takes inbound calls during the client's trading hours, works the voicemail queue, and converts each call into a ticket with enough detail that the next person picking it up doesn't need to ring the customer back.