Customer Experience Assistant

An iconic Australian fashion house experiencing another surge of growth. zoe kratzmann has been designing considered, understated and luxury womenswear for 20 years. Based out of our head office on the Sunshine Coast, this role will be suited to you if: You're ambitious, dedicated and value training and career progression You have experience in retail, fashion or e-commerce Have a strong interest in fashion and find joy in styling and outfitting You're adaptable and learn quickly You have impeccable customer service skills with an ability to surprise and delight customers As the Customer Experience Assistant, you will surprise and delight our customers each day. You will enjoy finding creative solutions and going above and beyond for the zk woman. This role is primarily focused on servicing our online customers through digital platforms such as live chat over the phone and via email and requires a high-level of diligence and a positive attitude. Reporting to the General Manager you will: Deliver impeccable customer service to online customers across live chat, phone and email through our help desk platform Find creative ways to surprise and delight our customers on a daily basis Process customer returns efficiently and repackage returns to a high standard Execute key operational requirements to deliver seasonal collections on time – this could include assisting with sample gifting and ensuring any key shipping requirements are logged accurately Prepare new season samples and garments for campaign photoshoots and assist on photoshoots for key collections Record, log and follow up couriers and customer‑specific tracking sheets with diligence and accuracy Handle incoming wholesale and sales Agent inquiries with care Contribute to quarterly business review presentations and department reports as well as ideas for improvements Maintain key KPI's across response times and resolution times and customer satisfaction scores About you: Have a minimum 3 years experience in customer service, retail or ecommerce. Retail experience is sufficient for this role, with ecommerce experience being an advantage but not essential A strong interest in fashion, some knowledge in styling and outfitting is preferred. Are a great communicator and problem solver. Have a continuous improvement mindset and are driven by high performance. Work efficiently, diligently and follow procedures accurately. Are completely dedicated to the details and high levels of quality. Have strong computer skills and a natural ability to learn new technologies quickly. Basic MS Office proficiency is required to support daily administrative tasks and reporting requirements Collaborative and positive mindset with a high level of professionalism. Have an incredible work ethic and willing to go the extra mile. Work well autonomously and in a small team environment. Respond to change with flexibility and a positive attitude. You must also: Hold a valid Driver's Licence and have own transport. Be legally entitled to work in Australia. This is a fantastic opportunity to join a successful and long‑standing brand in a full‑time position, 5 days per week from 8.30-4.30pm. Monday – Friday. The Perks Competitive salary and a brand who has a proven track record for internal progression. Annual training and development budget. Clear training, company culture guides and procedures. Regular team social calendar. Generous maternity leave package. Supportive and positive team culture with a work hard, work smart mind‑set. Amazing staff discounts on our collections including complementary product each month Ability to contribute to business annual planning and to shape the future of the customer experience department Application Process Supply your CV and cover letter directly via the Seek platform. Please do not send applications via email. We appreciate the time it takes to submit an application and thank you in advance for your understanding that due to time constraints - only short‑listed candidates will be contacted. If shortlisted you’ll be contacted for a brief introductory call followed by a short practical skills assessment and formal interview. If you have any questions, please contact our General Manager - Kim - via *********@zoekratzmann.com #J-18808-Ljbffr