Seasoned Administration & Customer Support Coordinator – Retail & eCommerce Operations Specialist Focused on Customer Experience Excellence and Process Optimization

About brighthush

brighthush is a trailblazing Australian family‑owned retailer that has carved a niche in the home furnishings market by marrying timeless craftsmanship with cutting‑edge design. From bespoke architectural hardware to period‑authentic renovation fixtures, our product range is as diverse as it is high‑quality. With a heritage steeped in artisanal expertise and a forward‑looking commitment to sustainability, innovation, and community engagement, brighthush has earned a reputation for delivering not only exceptional products but also an unparalleled customer experience across the nation.

Our success is built on the belief that people are the heart of everything we do. At brighthush, we nurture a culture of collaboration, continuous learning, and customer‑centric thinking. Whether you’re answering a call, resolving a return, or coordinating with our warehouse and eCommerce teams, your work directly shapes the way customers perceive and interact with our brand.

Why Join brighthush?

As a global player in the home furnishings arena, brighthush offers a dynamic, inclusive workplace where every team member can thrive. We champion diversity, empower our staff to bring their authentic selves to work, and provide a flexible, permanent work‑from‑home setup that balances professional ambition with personal well‑being. By joining our team, you’ll be part of a forward‑thinking organization that values transparency, continuous improvement, and a shared commitment to excellence.

Key Responsibilities

Customer Support & Communication

• Prompt, Professional Call Handling: Answer inbound customer calls with warmth and professionalism, ensuring a positive first impression that reflects brighthush’s brand values.
• Timely Follow‑Up: Return missed calls and voicemails within the agreed timeframes, maintaining a high level of responsiveness that keeps customers engaged.
• Accurate Product & Order Information: Provide up‑to‑date details on products, orders, deliveries, returns, exchanges, warranties, and after‑sales support, ensuring customers feel informed and confident.
• Complaint Management: Handle sensitive customer complaints calmly and professionally, escalating complex issues to management when necessary while preserving brand integrity.
• Stakeholder Communication: Maintain clear, solutions‑focused communication with customers, suppliers, logistics partners, and internal teams to drive seamless service delivery.

Administration & Order Management

• Order Processing: Prepare and process quotes, sales orders, returns, exchanges, and warranty enquiries in line with company procedures, ensuring accuracy and compliance.
• Payment & Update Support: Assist with order updates, payment‑related enquiries, and general retail administration tasks, acting as a reliable point of contact for customers and colleagues.
• Cross‑Functional Liaison: Liaise with warehouse, sales, eCommerce, suppliers, and logistics partners to confirm order status, resolve discrepancies, and keep all parties informed.
• Cost‑Effective Decision Making: Apply approved freight, replacement, refund, and credit decisions consistently while balancing business costs and customer satisfaction.

System & Data Management

• Business System Utilisation: Use approved business systems to track, update, and resolve customer requests efficiently, ensuring data integrity and timely resolution.
• Accurate Record Keeping: Record order numbers, ticket classifications, and resolution types accurately to support returns, cost reporting, and audit requirements.
• Privacy & Compliance: Maintain accurate customer information and administrative records in compliance with privacy and record‑keeping regulations.
• Trend Identification: Identify and flag recurring customer contact reasons and trends that indicate operational, product, or service issues, feeding insights back to improvement teams.

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 & Continuous Training: Comprehensive onboarding and ongoing training programs covering product knowledge, systems, and customer service best practices.
• Mentorship & Cross‑Functional Exposure: Guidance from senior team members and opportunities to collaborate with sales, logistics, and eCommerce operations.
• Clear Career Pathways: Potential progression into roles such as Customer Experience Manager, Operations Lead, or eCommerce Specialist.
• Process Improvement Projects: Hands‑on involvement in initiatives that enhance efficiency, reduce costs, and elevate customer satisfaction.

Work Environment & Culture at brighthush

Our culture is built on respect, collaboration, and innovation. We offer a flexible, permanent work‑from‑home arrangement 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.