Customer Service Agent (e-commerce, online retail)

Important Note: We’re prioritising candidates who complete the application form via the link below: https://forms.gle/idxpkdM6soAw7XAeA

Why Work With Orbitkey

Orbitkey was founded in 2013 by two friends with one simple idea. We have since grown into a passionate and dedicated team, but the values of trust, openness, authenticity and empathy that Orbitkey was built upon remain embedded in our culture. And you can feel it!

As a proud B-Corp and Climate Neutral Certified brand, we are committed to making a positive impact, with a strong focus on social and environmental responsibility. We measure, reduce, and offset 100% of our carbon footprint, and continue to embed sustainability into everything we do.

If you’d like to learn more about us, have a look at our website, www.orbitkey.com and our catalogue to get a feel for what we do.

About the Role

As a Customer Service Agent working remotely from Indonesia, you’ll be a core member of our Customer Support team during our busiest season. This role suits someone who loves helping people, enjoys solving problems and cares deeply about the customer experience.

• Full-time, 40 hours per week

• Fixed term: November to end of January, with potential to extend

• Hours:

  • Monday to Friday: 2pm–9pm AEDT (Melbourne time), which is 10am–5pm WIB

  • Weekend: one 5-hour shift on either Saturday or Sunday

• Your shifts will always overlap with a member of our Melbourne-based team, so you’ll have support on hand whenever you need it

• Occasional extra hours may be needed during peak periods (Black Friday / Cyber Monday and the Christmas rush)

What You’ll Be Doing

• Customer Enquiries: Be the first point of contact for customers via email.

• Order Issues and Tracking: Manage order issues and tracking updates, helping customers with shipping enquiries through to resolution.

• Troubleshooting: Solve problems in collaboration with our internal team and fulfilment partners.

• Team Handover: Hand over and collaborate with our Melbourne team, so nothing falls through the cracks.

• Documentation: Document common issues and solutions for future reference.

• Administrative Support: Provide administrative and ad hoc support to help the team run smoothly.

Key Capabilities 

• Prior experience in e-commerce customer support or a similar role

• Excellent written English, with strong grammar, punctuation and spelling

• Clear, empathetic and professional communication style

• Strong attention to detail and the ability to work independently

• Punctual, proactive and respectful when working with others

• A problem-solving mindset and a go-getter attitude

• Experience with Gorgias, Shopify and Google Workspace is highly regarded

• Experience with Asana, Slack and Easyship is a plus

• A fast, reliable internet connection and a personal computer with video/audio

How to Apply:

If you believe you’re the right fit for this role, please submit your resume along with a cover letter that includes your responses to the questions below. Applicants who complete the Google Form application will be highly regarded.

Our Commitment:

Orbitkey is proud to be an Equal Opportunity Employer, and our people represent the community that we serve. We invite all suitably qualified persons of all sexualities, genders and cultures to apply.

Qualifying Questions/Must Haves:

• Tell us about a challenging customer situation you’ve handled, such as a complex order issue or a frustrated customer. What happened, what steps did you take, and how did you turn a negative experience into a positive one?

• Our values are trust, openness, authenticity and empathy. Which of these matters most to you in customer service, and how does it show in the way you work?