Retail Customer Service Advisor (US Shift)

About the role

Join Huntswood as a Retail Customer Service Advisor and become the voice that turns frustrating moments into positive experiences for online shoppers. You will work US‑based shifts, handling a variety of customer inquiries and ensuring each interaction leaves the customer feeling heard and valued.

Key responsibilities

• Assist customers with online orders, tracking, returns, cancellations and issue resolution.
• Navigate 15‑20 internal systems to research order details and provide accurate, up‑to‑date information.
• Communicate policies, delays or product issues professionally, even when delivering difficult news.
• Maintain focus and positivity during back‑to‑back calls while documenting interactions accurately.
• Participate in regular coaching sessions and apply feedback to continuously improve service quality.

Required profile

• Empathy, confidence and flexibility with a strong motivation to support customers.
• Minimum one‑year international customer service experience on an omni‑channel campaign.
• Experience with US or Australian campaigns is advantageous.
• Ability to handle rotational US‑time‑zone shifts.
• Comfortable working with multiple systems and tools.

What we offer

• Performance‑based incentives and tenure recognition bonuses.
• Continuous service rewards and attendance‑based perks.
• Breakfast every Monday and dignity packs.
• Growth and career development programmes.
• A collaborative, people‑centric culture that celebrates wins.