Customer Experience Specialist (6 month contract)

About True:At True, we're on a mission to create a world of healthier people.
True Protein was born out of a desire to empower our community in living energetic and fulfilled lives. Since 2014, we have pioneered a new standard in health and performance products, delivering natural, authentic and transparent products without compromise.
This all begins within our own True Team, a high performing group of like-minded individuals who truly believe in and strive to embody our company values in all that we do, both in our personal and professional lives. Australian owned but looking to conquer the world, we are continuously growing our team with creative and community-minded people.
About the roleTrue Protein is seeking a Customer Experience (CX) Specialist to join our team on a 6-month full-time contract, supporting the community that has made True what it is today.
Our customers are at the heart of everything we do, and our CX team is the voice of the brand. In this role you'll be the first point of contact for our community across phone, email and live chat, helping people with everything from order enquiries to product advice, and making sure every interaction leaves them feeling looked after.
This is a hands-on, customer-facing role suited to someone who genuinely enjoys helping people, communicates with warmth and clarity, and takes real pride in getting things right.It is a full-time role on a 6-month contract, working a hybrid mix of onsite at our Northern Beaches office and from home.
What your day to day will look like
Customer SupportRespond to customer enquiries across phone, email and live chat in a timely, friendly and professional manner.Support customers with order status, shipping, returns, refunds and account queries from start to resolution.Provide product guidance and recommendations, helping customers find the right products for their goals.Take ownership of enquiries end to end, following up where needed so nothing falls through the cracks.
Problem Solving & EscalationsInvestigate and resolve order and delivery issues, working closely with our Warehouse and Operations teams.Handle complaints and difficult conversations with empathy and composure, turning a poor experience into a positive one.Escalate complex or sensitive issues to the right people with clear, accurate context.
Brand & CommunityRepresent the True brand and tone of voice consistently across every channel.Build genuine relationships with our community, understanding their goals and treating each interaction as more than a transaction.Contribute to our knowledge base and help centre content so customers can self-serve where possible.
Continuous ImprovementShare customer feedback, recurring themes and pain points with the wider business to help improve products, content and processes.Maintain accurate records of customer interactions and follow team processes and service standards.Support the team through busy periods, promotions and product launches.
What you'll bring to the team1-2 years' experience in a customer-facing role, such as customer service, retail, hospitality, call centre or ecommerce support.A genuinely customer-centric mindset, you get satisfaction from helping people and going the extra mile.Excellent written and verbal communication skills, with the ability to adapt your tone to the customer in front of you.A positive, can-do attitude and a willingness to jump in wherever the team needs support.Strong empathy and patience, with the resilience to stay calm and constructive in difficult conversations.High attention to detail and strong organisational skills, with the ability to juggle multiple conversations and priorities at once.A team-first approach, you back your teammates and communicate openly.A genuine interest in health, fitness and nutrition, and an alignment with what True stands for.Comfortable working with technology and picking up new systems quickly. Experience with helpdesk platforms (such as Gorgias or Zendesk) or ecommerce platforms (such as Shopify) is a bonus, but not essential.Genuine curiosity about how AI can support great customer experiences. You don't need to be an expert, but you should be someone who actively looks for smarter ways to work.
Why you'll love working at TrueFun, dynamic, and collaborative work environment4 additional leave days per yearOnsite staff gym, sauna and ice bathNorthern Beaches location with onsite parkingGenerous discounts on True ProductsFrequent team events and celebrationsPlenty of learning and development opportunities