CSR – Customer Service Representative

Responsibilities 1. Client Communication and Support Respond promptly and professionally to client enquiries received via email, Slack channels, and HubSpot Support Portal. Review, triage, and action tickets raised via JIRA, escalating or assigning to the appropriate internal teams (e.g., operations, inventory, or tech). Maintain a friendly, informative, and brand-aligned communication style across all platforms. Follow up on outstanding queries to ensure timely closure and positive customer experience. Identify recurring issues and flag them for process or system review. Teams calls with the Client's staff and Customers requires the camera to be ON, so personal presentation and background is to be considered. 2. Ticket and Case Management Monitor incoming tickets and requests within HubSpot and JIRA daily, ensuring correct categorisation and prioritisation. Update ticket statuses, notes, and resolution summaries accurately for traceability and reporting. Collaborate with operations teams to gather information, investigate issues, and provide clients with accurate updates. Track SLA compliance (response times, resolution times) and proactively escalate when at risk of breach. 3. Order, Stock, and Fulfillment Enquiries Investigate and respond to client queries regarding order status, fulfillment timelines, stock discrepancies, and carrier tracking. Liaise with the warehouse and transport teams to validate data or resolve fulfilment issues. Use Order Management System (OMS) and internal dashboards to verify order flow, exceptions, and dispatch confirmations. Provide clients with clear explanations or corrective actions when fulfillment errors occur. 4. Collaboration and Escalation Coordinate with operations, Key Account Manager, Tech Team, and Finance Team to resolve issues that cross departments (e.g., billing discrepancies, integration errors, or missing stock). Escalate technical bugs or system issues to the JIRA queue, attaching screenshots and steps to reproduce where possible. Participate in internal stand-ups or post-mortems to help improve service delivery processes if and when required 5. Knowledge Management and Continuous Improvement Maintain and update support templates, FAQs, and internal troubleshooting guides within HubSpot or shared knowledge bases. Document new client-specific processes or recurring issue resolutions. Identify opportunities to streamline communication workflows or automate repetitive support tasks. 6. Reports Generate and format required reports as needed by customer supply chain department Produce daily summary of all transactions processed for Shiperoo Onboard and train customer on dashboard/visibility tools for self service (training provided). 7. Other Monitor email & Slack and respond timely in high volume environment Provide support for shipment tracking Collaborate via JIRA and Slack for task tracking and communication Hubspot experience preferred, especially in onboarding clients or supporting inbound query workflows Could potentially say something similar for JIRA – “Experience using collaboration or issue-tracking tools (e.g., JIRA, Trello, Asana).” Understanding of eCommerce order fulfilment processes and 3PL workflows (inbound, receipting, picking, packing, dispatching, deliveries) Requirements Excellent English written communication skills clear, concise, and customer-focused. Proficiency in HubSpot Service Hub, JIRA, Slack, and common ticketing workflows. Strong task prioritisation and multitasking ability in a fast-paced 3PL eCom retail environment. Analytical mindset for troubleshooting operational or data relatedissues. Calm and methodical under pressure; positive team player. Understanding of Retail/eCommerce purchase cycle/returns a bonus. Work Arrangement Work Setup: On-site Work Hours: Monday to Friday, on a rostered basis between 6am – 6pm AEST time, should complete nine 9 hours work, inclusive of one 1 hour lunch break. Saturday work may be required to support Peak Period operations – Black Friday, Cyber Monday Why you should join our team! Leaves entitlement, HMO and life insurance upon hire! Ready to take on the next challenge? If you’re looking for an organisation with outstanding career-development opportunities, amazing work-life culture, and comprehensive benefits crafted to support work-life harmony, you might be a perfect fit at Deployed! At Deployed, we truly believe that our team is the core highlight of our brand. With our goal of being a top business partner for our global clients, we take it as a responsibility to build a diverse, inclusive, and growth-oriented work environment where employees of all backgrounds and lifestyles feel a sense of belonging, mutual respect, and kindness.