About Us
We are a rapidly growing, family-run, Australian-owned beauty company achieving strong double-digit growth year on year. At Total Beauty Network (TBN), we’re not your average cosmetics business we’re passionate about cruelty-free, vegan, natural, and high-performance beauty. Our brands Designer Brands, INIKA Organic, Raww and Colour by TBN are recognised both locally and globally. With continued growth across eCommerce and retail channels, we are now looking to strengthen our Customer Service function with a high-performing individual who thrives in a fast-paced environment.
About the Role
This is not your typical Customer Service role. You’ll sit at the centre of the business, supporting both B2B and B2C customers while also playing a key role in optimising systems, automation, and AI within the Customer Service function. You will be responsible for managing enquiries, processing orders, resolving issues, and continuously improving how we deliver service through smarter systems and automation.
This role is ideal for someone who enjoys both customer interaction and working behind the scenes to improve processes and technology.
Key Responsibilities
- Manage customer enquiries across multiple channels (B2B & B2C)
- Process orders and resolve customer issues efficiently
- Maintain high-quality service delivery within SLA timeframes
- Support shared inbox, phone coverage and team operations
- Own and optimise the Customer Service platform and AI Agent
- Monitor automation performance and improve response quality
- Build macros, workflows and help centre content
- Identify opportunities to reduce manual workload through automation
- Act as the go-to person for Customer Service systems and tools
- Track performance metrics and provide insights for improvement
What We’re Looking For
- Experience in Customer Service, eCommerce or operations
- Strong written communication and attention to detail
- Ability to manage multiple priorities in a fast-paced environment
- Comfortable working with systems, data and automation tools
- A proactive, solutions-focused mindset
- Strong problem-solving and analytical thinking
Highly regarded
- Experience with Microsoft Dynamics
- Exposure to platforms like Zendesk, Gorgias or similar
- Experience with AI tools, automation or workflow optimisation
Why This Role Stands Out
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More than Customer Service – Own systems, AI and automation, not just tickets
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Growth business – Be part of a company scaling rapidly across global markets
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Real impact – Shape how Customer Service operates into the future
Location
Mulgrave Head Office (On-site, 4 days in the office, 1 day working from home Wednesday)
Next Steps
If you’re looking for a role where you can combine customer service + systems + innovation, this is a strong opportunity to step into something more strategic and future-focused.
