About the Role

Spotlight Retail Group is looking for a hands-on Customer Support Officer to join our fast-paced Shutters Department.

This is far more than a traditional customer service position. Set within a rapidly growing e-commerce and made-to-measure window furnishings division, you will guide customers through their complete DIY journey—from measuring and product selection to ordering and installation.

Beyond customer care, you will act as a central hub for order tracking, supplier and carrier coordination, website content updates, and general operational support.

What’s in It for You?

We pride ourselves on providing incredible career growth and development opportunities across the Spotlight Group network. You’ll enjoy:

• Flexibility: Hybrid working options based out of our modern South Melbourne office.
• Financial Benefits: Profit share scheme + generous discounts across all group brands.
• Growth: Mentoring, personal development, and clear pathways for career progression.
• Culture & Wellbeing: Employee Assistance Program (EAP), gym membership discounts, and a vibrant culture that rewards initiative and creativity.

What You Will Be Doing

• Customer Guidance & Warm Sales: Assist customers across phone, email, live chat, and online channels. Confidently consult with warm leads to recommend product upgrades, cross-sell complementary accessories, and assist customers in completing their orders
• DIY Support: Guide customers on product selection, DIY measuring, ordering, and installation confidence.
• End-to-End Order & Logistics Management: Work directly with internal teams, suppliers, and freight carriers to track orders, resolve delivery queries, and keep orders moving smoothly.
• E-Commerce & Digital Content: Help update website product information, customer guidance materials, and knowledge base content to elevate the online shopping experience.
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