Email Response Specialist – Zero Phone Work, Choose Your Own Hours

About the Company

Catch.com.au is one of Australia’s leading online retail destinations, offering a vast array of products from electronics to fashion, home goods, and more. Committed to providing exceptional value and customer satisfaction, we’re continuously expanding our team with innovative and customer-focused individuals who can help us continue to deliver an outstanding shopping experience to millions of Australians.

Job Description

Catch.com.au is seeking a dedicated Email Response Specialist to join our customer service team. This is a unique opportunity for individuals who excel in written communication and thrive in a flexible, self-managed environment. Your primary responsibility will be to provide outstanding support to our customers exclusively through email, ensuring their inquiries are resolved efficiently and professionally. We value work-life balance and offer the flexibility to choose your own hours, making this an ideal role for those seeking a part-time position without the demands of phone interactions. This role is 100% remote, allowing you to work from anywhere in Australia.

Key Responsibilities

• Respond to customer inquiries, feedback, and issues via email in a timely and professional manner.
• Provide accurate and comprehensive information regarding products, orders, shipping, and returns.
• Troubleshoot and resolve customer concerns, escalating complex issues when necessary to ensure prompt resolution.
• Maintain a high level of customer satisfaction through empathetic, clear, and effective written communication.
• Utilize internal tools, knowledge bases, and FAQs to provide consistent and correct information.
• Contribute to the continuous improvement of our customer service processes and knowledge base content.
• Manage your workload effectively to meet response time targets and service level agreements (SLAs).

Required Skills

• Exceptional written communication and grammar skills in English.
• Strong problem-solving abilities and a keen attention to detail.
• Proficiency with email correspondence platforms and standard office software.
• Ability to work independently, demonstrate initiative, and manage time effectively.
• High level of empathy, patience, and a genuine customer-centric approach.
• Reliable internet connection and a suitable, distraction-free home office environment.
• Basic technical aptitude to navigate multiple systems simultaneously.

Preferred Qualifications

• Previous experience (at least 6 months) in an email-based customer service or support role.
• Familiarity with e-commerce platforms and customer relationship management (CRM) software.
• Experience working effectively in a remote team environment.
• Understanding of retail operations and consumer expectations in the Australian market.

Perks & Benefits

• Flexible working hours – choose a schedule that fits your lifestyle and commitments.
• 100% remote work opportunity, offering ultimate location independence within Australia.
• Zero phone calls – focus purely on written communication and in-depth problem-solving.
• Opportunity to work with and grow within a leading Australian e-commerce brand.
• Access to exclusive employee discounts on Catch.com.au products.
• Supportive and collaborative team environment with ongoing training and development opportunities.
• Pathway for skill development in customer service, e-commerce, and digital communication.

Apply Now