Customer Experience

Job Title:

Customer Experience & Operations Assistant

Location:

Brookvale

Employment Type:

Part time (Daily: Mon-Fri)

Reports To:

Warehouse Coordinator & Director

About Us

We're a fast-growing, feminine fashion footwear brand passionate about delivering trend-driven styles and an effortless customer experience from order to delivery. From browsing to unboxing, we take pride in making every step effortless. Our warehouse team plays a key role in bringing this to life.

Fun, dynamic, and driven by a love for beautiful shoes, we're a tight-knit team that thrives on collaboration, creativity, and attention to detail.

We're seeking a friendly and adaptable
Customer Experience & Operations Assistant

to support our customers and provide hands-on help in the warehouse.

About the Role

This blended role combines customer service with hands-on warehouse support. It's ideal for someone organised, detail-focused, and confident juggling multiple tasks in a fast-paced environment. You'll be the first point of contact for customer queries while also assisting with packing, showroom appointments, and other operational needs to keep the business running smoothly.

Key Responsibilities

• Be the first point of contact for customers via email, phone, and chat - offering helpful advice, updates, and solutions delivered in a warm and professional manner.
• Be familiar with sizing and fit notes to confidently assist with product enquiries
• Organise and host showroom appointments, ensuring a friendly and professional experience.
• Escalate order-critical issues (e.g. size/address changes) before dispatch.
• Support with order picking and packing as required.
• Assist with collecting and processing returns
• Assist with general upkeep of the warehouse and showroom, including tidying stock areas, showroom, kitchen, and bathroom.
• Assist with general administrative, customer, or warehouse tasks as required to support the business.

Secondary (Back-up) Responsibilities

• Provide full coverage of daily dispatch operations during Warehouse Coordinator's leave including additional hours where required.

About You

• Previous experience in retail/eCommerce customer service
• Warm, friendly, and approachable - with strong communication skills and the ability to build trust with customers, even in a digital environment
• Strong attention to detail and organisational skills.
• Organised and adaptable; able to switch between service and warehouse tasks.
• Comfortable using digital systems and quick to learn new tools.
• Ability to manage time effectively
• Confident using shopify (training provided)
• Comfortable working in a hands-on, fast-paced environment.
• A collaborative team member who demonstrates a strong work ethic and consistently goes above and beyond.
• Physical fitness, as this role will involve some heavy lifting of stock (up to approx 10-12 kilos) climbing a ladder and working on your feet.
• Highly self-motivated with the ability to work independently and collaboratively as part of a team.
• Current drivers license required (to collect returns)

Systems & Tools

Previous experience in these systems is preferred but full training will be provided.

• Shopify

(eCommerce platform)
- Gorgias (customer support system)
- ShipStation (shipping & label printing)
- Swap (returns platform)
- Australia Post eParcel
- Google Workspace (Docs, Sheets, Gmail, etc.)

Key Performance Indicators (KPI's)

Key performance indicators will be discussed with you.

Why You'll Love Working With Us

• Join a fun, supportive, and fashion-loving team.
• Be part of a growing fashion brand - gain hands-on experience in a successful and growing eCommerce business in the fashion industry
• Opportunities to grow – potential for future career development in warehousing, or customer service.
• Team events & perks - be part of fun team gatherings, staff incentives, and celebrations
• Staff discounts & birthday leave

To apply please email your CV to