Customer Service Consultant

About Us

Goondiwindi Cotton is an Australian owned and operated family farming business. We specialise in the use of natural fibers such as Cotton, Linen, Merino Cotton and Cotton Cashmere to design and manufacture two seasonal collections a year for women. As a wholesale business, we stock over 180 boutiques nationally and in recent times, we have experienced dynamic growth to our online business. With a passion for the region, Goondiwindi Cotton also operates a farm and town tour business showcasing the process of manufacturing garments from field to fabric. 

Goondiwindi Cotton has an exciting opening for a customer service consultant. 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 ups, 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 by 5pm, Friday 17 July, 2020. 

29/06/2020 $0 Toowoomba & Darling Downs 1 Call Centre & Customer Service
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