Customer Service Coordinator | Brooki Bakehouse
Brisbane · Full-time
Every order is someone's moment. Help us make it perfect.
The role
You'll look after our customers online, across email, chat, social DMs and reviews. Our style is more "nice café" than "call centre," so we want replies that feel personal, warm and considered. We care more about getting it right than getting it fast. You'll check every detail, solve what you can, and know when to bring in the right team.
What your day looks like
Managing our Gorgias inbox, prioritising urgent enquiries and keeping to response targets
Replying to social media DMs and comments, and flagging anything that needs escalating, like a complaint gaining traction publicly
Helping with orders, deliveries, cake changes, missing or damaged items, refunds, store credit, allergens and product questions
Checking orders, fulfilment and tracking in Shopify so every answer is accurate
Following our resolution guidelines and getting approval before offering credits, refunds or replacements
Handling allergen and food safety enquiries with care, and escalating serious concerns immediately
Writing clear escalations to our logistics, production, quality, retail and marketing teams
Responding to reviews in the Brooki voice
Supporting discount code, sign-up and marketing email questions through Klaviyo
Gathering details for corporate gifting and catering quotes
Putting together a weekly report on complaints, recurring issues and trends
You'll be great at this if you have
1–2+ years in customer service, ideally in e-commerce, food, hospitality or retail
Excellent writing skills, with a warm, natural tone that still gets to the point
Good judgement, including being comfortable saying "let me check" instead of guessing
A calm, kind approach when a special occasion hasn't gone to plan
Strong organisation and time management in a busy, shift-based inbox
Reliability with deadlines, including weekly reporting
Experience with Gorgias, Shopify, Klaviyo or review platforms
Food allergen or food safety knowledge
Experience with corporate or bulk orders
A genuine love of baked goods (we'll find out in the interview)
What's in it for you
A Friendly working environment
Full training and a detailed team handbook, so you're never left guessing
A supportive team and a product people genuinely love
#J-18808-Ljbffr
Customer Service Coordinator employer: Brooki Bakehouse
At Brooki, we pride ourselves on being an excellent employer by offering a stable work environment with full-time hours and a supportive team culture. As a Team Leader - Wrapping, you'll have the opportunity to lead a dedicated packaging team in a fast-paced food manufacturing setting, while also benefiting from clear pathways for career growth and development within our expanding organisation.
