Customer Experience Officer - Fashion

We are a premium fashion brand with a 20-year history and operations based on the Sunshine Coast. Rapid growth, investment in team and technology, and a complete dedication to performance, measurement and service. 

We are looking for an incredible person to join our Customer Experience team. This role would suit someone with experience in retail, fashion or e-commerce who is looking for career progression. 

About the role

Responsibilities include, but are not limited to:

• Delivering impeccable customer service support through our help desk and live chat platform.
• Tracking shipments and recovering lost/delayed parcels for both online and wholesale customers.
• Preparation of new season samples and garments for campaign photoshoots. 
• Attend seasonal photoshoots and assist with garment steaming and on-time running of the day. 
• Provide sizing and styling support via phone, email and live chat for our incredible customers. 
• Process customer returns and ensure quality control when garments re-enter the warehouse. 
• Deliver impeccable service to our wholesale customers and participate in seasonal collection dispatch and delivery. 
• Manage wholesale and online order enquiries including late deliveries, faulties and replacements. 
• Report daily, weekly and quarterly on Customer Experience team performance against set KPIs. 
• Weekly review of customer feedback and engage in ongoing in-house training. 

As a Customer Experience coordinator you are exposed to the entire operation and work closely with all team members. You are responsible for driving an “above and beyond” style of service to our customers. 

About you

Reporting to the Operations Manager, you:

• Have a minimum 3 years experience in customer service, retail, or e-commerce.
• Are an excellent communicator and creative problem solver. 
• Have a continuous improvement mindset and are driven by high performance. 
• Work fast, work hard and think on your feet. 
• Are completely dedicated to the details and high levels of quality. 
• Have strong computer skills, are able to follow procedures thoroughly to ensure quality. 
• Work well under pressure. 
• Have an incredible work ethic. You are completely on fire and keen to work, learn and grow. 
• Work well autonomously and in a small team environment. 
• Hold a valid Driver’s Licence and have own transport. 
• Be legally entitled to work in Australia. 

The Perks

• Genuine growth and career progression. 
• Annual training and development budget. 
• Plenty of internal training to support you in your new role. 
• Clear training, company culture guides and procedures. 
• 4 weeks paid annual leave. 
• Generous maternity leave and caregivers leave packages. 
• Supportive and positive team culture with a work hard, smart and fast mind-set. 
• Amazing staff discounts on our collections. 

This is a fantastic opportunity to join a successful and growing operation in a full-time position, 5 days per week from 8.30-4.30pm. Monday – Friday. 

Please contact Kim Harvey with any questions at *********@zoekratzmann.com