Customer Service Representative

About Us

Hampers & Gifts Australia (HGA) is one of Australia’s largest and most successful online gifting businesses, home to the much-loved brands The Hamper Emporium and Gifts Australia. As part of Maggie Beer Holdings, we also manage the e-commerce operations for Maggie Beer Products.

We are passionate about creating premium, innovative, and memorable food, beverage, and gifting experiences. Our values guide everything we do – we are passionate, nimble, ambitious, inclusive, and community-focused.

Learn more about our brands:

• www.thehamperemporium.com.au

• www.giftsaustralia.com.au

• www.maggiebeer.com.au

The Opportunity

We are seeking an experienced and people-focused Customer Service Representative, to join our small but high-performing Customer Service team.

Key Responsibilities

• Lead and oversee the handling of inbound customer enquiries, ensuring timely, accurate and consistent responses to customers.

• Provide detailed and accurate information on products, promotions and pricing.

• Manage and respond to customer email, chat and phone enquiries, ensuring all correspondence is handled in line with service level expectations.

• Conduct outbound follow-up calls to proactively resolve outstanding customer enquiries (no sales).

• Process customer returns, exchanges and refunds efficiently and accurately.

• Resolve customer complaints and escalations with professionalism, empathy and urgency.

About You

To be successful in this role, you will bring:

• Strong computer literacy and systems capability, with confidence navigating multiple platforms simultaneously.

• Experience using customer service and e-commerce systems such as Gorgias, Shopify and Zendesk will be highly regarded.

• Excellent verbal and written communication skills, enabling you to build strong rapport with customers over the phone and via digital channels.

• A results-driven approach with experience working to KPIs and service level agreements.

• A collaborative, positive and team-focused mindset, with a hands-on approach.

What’s in It for You?

• Work from home up to 2 days per week during non-peak periods (January–August)

• Generous staff discount across HGA and Maggie Beer Products

• Onsite parking and close proximity to Regents Park Station

• 9:00am–5:00pm, Monday to Friday

• A small, friendly, and experienced permanent team with a supportive culture

If you’re looking to lead a customer service team in a well-established, values-driven business with iconic Australian brands, we’d love to hear from you.