Full-Time Customer Service - Maternity Leave Position
Lighting Illusions is a leading Australian retailer of lighting and fans, dedicated to enhancing homes nationwide. We are experiencing significant growth and are looking for a driven, ambitious, and high-energy Customer Success Superstar to join our Head Office team in Acacia Ridge on a 12-month fixed term contract.
We don’t just "answer phones" - we provide a premium experience for our online customers. This is a high-impact role for someone who takes pride in smashing KPIs and stays cool when the pace picks up.
The Role
Working within our busy Online Department, you will be the heartbeat of our customer operations. You’ll be the voice of our brand, managing everything from initial inquiries to complex operations like returns. We need a "solutions-focused" thinker - someone who can multitask across various digital platforms with speed and precision, ensuring every customer receives a seamless, high-quality experience even when the pace is high.
Key Responsibilities
- You will be handling high volumes of customer inquiries via phone and email with speed, accuracy, and flair.
- Manage end-to-end online order functions, including quotes, follow-ups, and returns.
- Proactively work toward (and exceed) daily service and operational KPIs.
- Turn complex issues into "easy wins" for our customers and the team.
- Support the Customer Success team in optimising daily processes to keep our department running like a well-oiled machine.
To Excel in This Role, You Will Bring:
- The Experience: 2+ years in a fast-paced, high-pressure professional customer service or sales position.
- Thrives Under Pressure: A busy day doesn't wear you down, it winds you up. You think sharper, move faster, and connect better when there's energy in the room and plenty on your plate.
- KPI Obsession: A proven track record of meeting and exceeding targets. You like seeing the results of your hard work at the end of the day.
- Tech-Savvy Brain: You are tech-savvy, comfortable navigating multiple systems in a paperless environment.
- Communication Mastery: Exceptional written and verbal skills - you can turn a frustrated caller into a lifelong "fan".
- Meticulous Detail: You have an eagle eye for detail and a proactive, "can-do" attitude.
Bonus Points For:
- Experience with NetSuite or similar ERP systems.
- Product knowledge in lighting, fans, or home improvement.
- Previous experience in a dedicated online support or national service desk role.
What’s In It For You?
- A positive, supportive, and inclusive team environment with professional development and mentorship.
- Monday to Friday office hours. No weekends!
- Opportunity for growth-we are expanding nationally and love to promote our top performers.
- Convenient free on-site parking and potential for WFH flexibility after a successful probationary period.
Ready to Apply?
We are looking for an enthusiastic individual ready to start as soon as possible. To be considered, your application must include:
- A Resume detailing your previous roles and your experience hitting targets.
- A Cover Letter addressed to the Customer Success Manager answering:
- How you stay sharp and keep things moving when the office is at its busiest and the inbox is overflowing.
- What is your go to TV show for a weekend binge- watch?
- How long is your daily commute to Acacia Ridge?
Join the team and help us light up Australia!
Job Type: Full-time
Pay: $55,000.00 – $60,000.00 per year
Benefits:
- Employee discount
- Employee mentoring program
- Work from home
Ability to commute/relocate:
- Acacia Ridge QLD: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- Customer service: 1 year (Preferred)
Language:
Work Authorisation:
Work Location: In person
