Experienced Administration & Customer Support Coordinator – Retail & eCommerce Operations Specialist

About brighthush

brighthush is a leading Australian family‑owned retailer that specialises in unique home furnishings, architectural hardware, and period‑authentic renovation fixtures. With a heritage that blends craftsmanship with contemporary design, brighthush has built a reputation for delivering high‑quality products and exceptional customer service across the country. Our commitment to sustainability, innovation, and community engagement sets us apart in a competitive market, and we are proud to offer a dynamic, inclusive workplace where every team member can thrive.

Why Join brighthush?

At brighthush, we believe that our people are our greatest asset. We foster a culture of collaboration, continuous learning, and customer‑centric thinking. As an Administration & Customer Support Coordinator, you will be at the heart of our operations, ensuring that every customer interaction reflects the brand’s values of quality, reliability, and personalized service. Whether you are answering a call, resolving a return, or coordinating with our warehouse and eCommerce teams, your work will directly impact customer satisfaction and business performance.

Key Responsibilities

Customer Support & Communication

• Answer inbound customer calls promptly and professionally, ensuring a warm first impression.
• Return missed calls and voicemails within the agreed timeframes, maintaining a high level of responsiveness.
• Provide accurate, up‑to‑date information on products, orders, deliveries, returns, exchanges, warranties, and after‑sales support.
• Handle sensitive customer complaints calmly and professionally, escalating complex issues to management when necessary.
• Maintain clear, solutions‑focused communication with customers, suppliers, logistics partners, and internal teams.

Administration & Order Management

• Prepare and process quotes, sales orders, returns, exchanges, and warranty enquiries in line with company procedures.
• Assist with order updates, payment‑related enquiries, and general retail administration tasks.
• Liaise with warehouse, sales, eCommerce, suppliers, and logistics partners to confirm order status and resolve discrepancies.
• Apply approved freight, replacement, refund, and credit decisions consistently while balancing business costs.

System & Data Management

• Utilise approved business systems to track, update, and resolve customer requests efficiently.
• Record order numbers, ticket classifications, and resolution types accurately to support returns and cost reporting.
• Maintain accurate customer information and administrative records in compliance with privacy and record‑keeping requirements.
• Identify and flag recurring customer contact reasons and trends that indicate operational, product, or service issues.

Essential Qualifications

• 3 to 5 years of experience in customer service and administration within a retail or eCommerce environment.
• Availability to work 38 hours per week across a 7‑day roster during Melbourne business hours.
• Strong product‑learning capability and a solid understanding of retail, inventory, delivery, and returns processes.
• Commercial acumen with the ability to balance customer outcomes with policy, cost, and business objectives.
• Excellent written and verbal communication skills with a natural grasp of conversational nuance.
• Confidence in handling customer enquiries without relying on scripted responses.

Preferred Qualifications & Skills

• Certification in eCommerce, Customer Service Management, or an equivalent discipline.
• Experience supporting an Australian or eCommerce business.
• Familiarity with customer service systems such as Gorgias.
• Experience using a cloud phone system in a customer service environment.
• Competence in Microsoft Office, ERP systems, point‑of‑sale, and eCommerce platforms.

Core Competencies & Personal Attributes

• Customer‑first mindset with a passion for delivering outstanding service.
• Strong analytical skills to identify trends and propose process improvements.
• Adaptability and resilience in a fast‑paced, evolving retail landscape.
• Proactive problem‑solving ability and a keen eye for detail.
• Team‑player attitude with excellent interpersonal skills.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As an Administration & Customer Support Coordinator, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, systems, and customer service best practices.
• Mentorship from senior team members and cross‑functional exposure to sales, logistics, and eCommerce operations.
• Clear career pathways into roles such as Customer Experience Manager, Operations Lead, or eCommerce Specialist.
• Opportunities to contribute to process improvement projects, enhancing efficiency and customer satisfaction.

Work Environment & Culture at brighthush

Our culture is built on respect, collaboration, and innovation. We offer a flexible, permanent work‑from‑home setup that allows you to balance professional and personal commitments. You will be part of a supportive team that values transparency, continuous improvement, and a shared commitment to excellence. At brighthush, we celebrate diversity and encourage every employee to bring their authentic self to work.

Compensation, Perks & Benefits

• Competitive salary commensurate with experience and industry standards.
• Permanent work‑from‑home arrangement with all necessary equipment and support.
• Full‑time, 38‑hour work week with a 7‑day roster aligned to Melbourne business hours.
• Health Management Organisation (HMO) coverage for you and your dependants.
• Generous annual leave entitlement and public holiday accrual.
• Christmas bonus equivalent to 1 month’s wage (pro‑rated).
• Professional development budget and access to industry conferences and workshops.
• Employee referral program and recognition initiatives.

How to Apply

Ready to bring your customer‑service expertise to a vibrant, growth‑oriented team? Click the link below to submit your application and join brighthush in shaping the future of home furnishings across Australia.