Customer Service

4 days ago

Sydney, New South Wales, Australia Milk & Honey Wigs Full time $60,000 - $90,000 per year

Base Salary + Bonuses + Growth Opportunity

Milk & Honey Wigs is on the hunt for an experienced, emotionally intelligent, and self-motivated Customer Service Manager to take full ownership of our customer care experience — someone who genuinely cares about people but can lead with strength, structure, and solutions.

We specialise in high-quality, handmade human hair wigs for women experiencing hair loss due to alopecia, cancer treatment, and other medical conditions. This role is at the heart of what we do — and we are looking for someone who can treat it with the care and confidence it deserves.

About the Role

This is not your average customer service job. You'll be managing the entire customer care function from our Sutherland showroom — responding to all email and DM inquiries, resolving issues, liaising with suppliers, and following up on production and shipping matters.

You'll also act as a compassionate but professional point of contact for clients who are going through incredibly sensitive life experiences.

Key Responsibilities

  • Manage all customer service communications via email, Instagram, and internal CRM
  • Resolve customer issues and follow up proactively — before things escalate
  • Liaise with our suppliers and production teams both locally and overseas
  • Track customer orders and ensure timely updates are provided
  • Handle complaints with empathy, clarity, and confidence
  • Collect and report on customer feedback to improve service delivery
  • Maintain inboxes and systems with a zero-inbox mindset
  • Monitor and manage online reviews and feedback
  • Contribute to building and refining our customer service processes

About You

  • Female only (due to the personal and sensitive nature of our services)
  • You are confident, composed, and can handle emotional situations without becoming emotionally attached
  • You're deeply empathetic, but you also know when to take charge and find solutions
  • You are extremely organised and proactive, not reactive — you stay ahead of issues
  • You're experienced in customer care and problem-solving — ideally in an eCommerce, beauty, or healthcare setting
  • You thrive when working independently and can manage your own workload without micro-management
  • You're emotionally intelligent, strong in your communication, and solutions-driven

What We Offer

  • A meaningful role in a business that helps women feel beautiful and empowered
  • Base salary to start, with salary review and increase after 3-month probation
  • Bonus and commission opportunities tied to positive reviews and performance KPIs
  • A beautiful, purpose-driven workspace in Sutherland
  • Flexibility, autonomy, and respect — you'll be trusted to run this department with excellence
  • The opportunity to grow with a fast-scaling brand that's changing lives

Details

  • Part-time: 30 hours/week ( Monday–Friday, either 9am–3pm or 10am–4pm )
  • Location: Sutherland showroom

If you're someone who takes pride in delivering gold-standard customer care, is deeply reliable and emotionally mature, and is ready to truly own this space — we want to hear from you.

To apply, please submit your resume and a short cover letter explaining why you're the perfect fit for Milk & Honey Wigs.

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