Job Title

Customer Service Consultant

Reports To

General Manager, Operations & Finance


Full Time (School Hour Flexibility)

Salary Range

Commensurate with experience


Goondiwindi Cotton has an exciting opening for a customer service consultant based in Goondiwindi. With a focus on managing customer enquiries via our office as well as servicing enquires online, this role plays a vital role in the long strategic growth of the business and customer retention.

Day to day, this role is responsible for…

Overseeing reception and basic administration of the office including;

  • Meet and greet of customers
  • Visual merchandising and presentation of reception space
  • Collection and processing of mail
  • Answering inbound calls in an efficient, timely and professional manner with transfer to relevant team members as required

 Managing the delivering of our online customer service experience including;

  • Daily processing of phone and online orders
  • Assisting customers online with advice on styles, fit and order processing
  • Assisting our warehouse with the daily processing of orders, returns, exchanges and / or credits
  • Responding to customer service emails or other correspondence using our centralised customer management system
  • Reporting on volume of enquiries, customer likes and dislikes, pain points around the online user experience

 Overseeing the booking of individual and bus tours during peak season including;

  • Handling incoming booking enquiries from individual and tour companies via email and phone
  • Assisting existing bookings with solutions to tour related questions or issues during their experience
  • Maintaining booking information in our management systems
  • Liaising with tour drivers to coordinate pick up’s, brief any special information/ tour requests etc
  • Coordination with third parties to oversee catering and set up of morning and afternoon tea

What we are looking for…

  • A minimum of 3 years’ experience in a similar role (online sales/ customer service/ support / marketing)
  • An interest in fashion, agriculture and knowledge or experience working in retail
  • Comfortable with technology and the web
  • Ability to effectively manage incoming enquiries, assessing customer needs quickly and going above and beyond to achieve client satisfaction
  • A sharp eye that can generate leads that develop into new customers
  • Ability to innovate and improve sales conversion across all online platforms
  • An energetic multi-tasker that can maintain high levels of concentration
  • Superb interpersonal skills and the ability to quickly build rapport with customers
  • An ongoing commitment to exceptional customer service and an exemplary ambassador of our brand

The successful applicant will have proven career history providing…

  • Strong organisational skills
  • Ability to juggle tasks simultaneously
  • Shows attention to detail
  • Demonstrates a high level of written and oral communication skills
  • Has the ability to generate sales across fashion and tours
  • Shows initiative and solves problems
  • Exhibits enthusiasm and a friendly demeanour
  • Displays a strong work ethic and professional appearance
  • Exceptional interpersonal skills which will see you establish strong relationships with customers and internal colleagues
  • Enjoys working in a close team environment with flexibility and willingness to adapt to changing business needs

Core Competencies

Possesses excellent computer literacy
Produces, prepares & sends responses to customers promptly and efficiently
Knowledge of social media (Facebook & Instagram)
Adheres to company policies


Proficiency in Microsoft Office suite – Word, Excel.
Knowledge of Shopify e-commerce platform an advantage (not essential)
Minimum of 3-5 years’ experience within a marketing and / or customer service environment
Telephone experience
Email/internet systems knowledge


To apply for this role, please send your application and resume to info@goondiwindicotton.com.au by 5pm, Friday 17 July, 2020.