Customer Service Coordinator

Customer Service Coordinator | Brooki Bakehouse
Brisbane · Full-time
Every order is someone’s moment. Help us make it perfect.
At Brooki, a box of cookies is rarely just a box of cookies. It’s a birthday surprise, a thank-you, or a care package sent across the country. We’re one of Australia’s most-loved bakeries, with flagship stores, kiosks and airport locations across QLD, NSW, VIC and SA, and we deliver Australia-wide and overseas. We’re looking for someone to be the friendly, thoughtful voice behind it all.
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
• A sharp eye for detail
• 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
Bonus points for
• 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
Sound like you?
Apply with your resume and a short cover note telling us about a time you turned a customer’s bad day around. We’d love to hear from you.