Customer Experience Specialist
Turn every customer interaction into loyalty.
About Forfos
Forfos is a specialist e-commerce operations agency helping brands scale confidently across Amazon, Shopify, and international markets. We work with 200+ growing brands across Australia, New Zealand, the US, and Southeast Asia — managing their operations, customer experience, content, reviews, and growth strategy.
We're a remote-first team of e-commerce specialists who care deeply about the brands we serve and the people we work with. We move fast, take ownership seriously, and invest in our team's growth as much as we do in our clients'.
Role Overview
As a Customer Experience Specialist, you'll be the voice of multiple e-commerce brands — handling customer inquiries, resolving issues with empathy and speed, and proactively improving the post-purchase experience. You'll work within Forfos's CX team, managing communication across email, live chat, and marketplace messaging.
Roles & Responsibilities
- Handle customer inquiries via email, live chat, and Amazon/Shopify messaging channels
- Resolve order issues, returns, refunds, and complaints within agreed SLA timeframes
- Maintain a positive, empathetic, and brand-consistent tone in all communications
- Identify recurring customer pain points and report them to the team for process improvement
- Manage review responses on Amazon and Google for client accounts
- Monitor order tracking and proactively communicate with customers on delays
- Maintain accurate records of customer interactions in CRM systems
- Assist with post-purchase email sequences and loyalty programme communications
What We're Looking For
- 1+ years of customer service or customer success experience
- Excellent written English communication skills — clear, professional, and warm
- Experience using helpdesk tools such as Zendesk, Gorgias, or Freshdesk
- Strong problem-solving ability and a customer-first mindset
- Ability to manage high volumes of tickets without sacrificing quality
- Reliable internet connection and appropriate home office setup
- High attention to detail and strong organisational skills
Nice to Have
- Experience working with e-commerce brands (Amazon or Shopify)
- Familiarity with Klaviyo or similar email marketing platforms
- Previous experience in a remote work environment
Benefits & Perks
100% Remote Work
Work from anywhere — we've been remote-first since day one.
Health Allowance
Monthly health and wellness allowance for medical and fitness needs.
Flexible Hours
Core hours with flexibility — we care about outcomes, not clock-watching.
Supportive Team
Work with a collaborative, experienced team that genuinely invests in your growth.
This could be your next chapter.
Join a team building the future of e-commerce operations. We review every application personally.