The Online Customer Care Assistant is responsible for supporting the day-to-day operations of Incu's online customer care. This includes managing all inbound customer communication through platforms like Gorgias, Slack, and phone, and ensuring timely and accurate resolution of queries, returns, refunds, cancellations, and delivery issues. The role requires proactive prioritisation of daily tasks, strong system navigation (AP21, Shopify, Shippit, Brauz), and effective collaboration with warehouse, dispatch, and retail teams to deliver a seamless customer experience across all digital channels.

Key Responsibilities

• Returns & Refunds: Process returns by issuing refunds in AP21 and Shopify, then send follow-up emails. Categorise return types and manage accordingly.
• Customer Queries: Monitor and respond to queries via Gorgias (email and live chat). Share and assign tasks among team members.
• Daily Platform Check: Each morning, review all communication platforms (Email, Slack, Phone, Gorgias) and prioritise tasks.
• Tickets Management: Assign and action Gorgias tickets throughout the day; escalate urgent issues via Slack.
• General Enquiries: Triage incoming questions from various channels, prioritise based on urgency.
• Faulty Claims: Assign and manage through Gorgias based on daily capacity.
• Order Cancellations: Check dispatch status on Slack and AusPost; action via Gorgias where applicable.
• Live Chat: Respond to real-time customer messages through Gorgias.
• Uber Delivery Orders: Process and troubleshoot via Brauz and Gorgias. Resolve AP21 syncing issues as needed.
• Urgent Enquiries: Prioritise high-urgency Gorgias tickets and collaborate via Slack to resolve promptly.
• Warehouse Returns: QC items, ensure eligibility, and process in AP21 and Shopify. Maintain orderliness of warehouse return area.

Flexible availability required throughout November to January.