Customer Care Specialist

KIVARI; Sydney; On-site; AUD 65,000 - 78,000; Full time

Benefits offered by this job

Birthday day off

Monthly team lunch

EAP support

Career growth

Employee discount

Uniform allowance

Job summary

KIVARI is a Sydney-based fashion brand seeking a Customer Care Specialist to be the voice of the company for customers. You will resolve enquiries with care, spot opportunities to delight, and help shape a customer experience our community loves.

You will manage customer support across AU/US/UK, optimise Gorgias, identify upsell opportunities, and contribute to a data-driven approach to the customer journey.

Qualifications

• 2+ years in customer care within fashion or retail.
• Experience using helpdesk platforms (Gorgias or Zendesk).
• Experience with Shopify for order management, refunds and returns.

Responsibilities

• Respond promptly and professionally to customer enquiries across email, live chat and social media.
• Maintain and optimise the Gorgias platform with tickets tagged, tracked and resolved on time.
• Identify upselling and cross-selling opportunities during interactions.
• Collect and analyse customer feedback and share insights with teams.
• Deliver regular reports on care performance using available tools.
• Review and refine customer care processes to lift efficiency.

Skills

Customer service

Communication

Problem solving

Multi-tasking

Upselling

Attention to detail

Education

Relevant qualifications in Fashion or Customer Service

Tools

Gorgias

Zendesk

Shopify

Klaviyo

Job description

Born in Australia. Belonging everywhere.

KIVARI is an accessible designer brand with deep coastal roots for the woman who moves between the ocean, and the world. KIVARI was built on one belief - that getting dressed should never be hard. With signature design handwriting, quality craft and considered details we inspire women to feel confident and authentically themselves.

We're looking for a Customer Care Specialist to be the voice of KIVARI for our customers - resolving enquiries with care, spotting opportunities to delight, and helping shape a customer experience our community loves.

ABOUT US

KIVARI is a Sydney-based fashion brand, founded in 2014. Every piece is designed by our team in Australia, crafted with sustainability in mind and made from materials sourced across the world. Community comes first, quality always. We're building a warm environment where creativity thrives giving space to evolve with us as we grow across the globe.

ABOUT YOU

You're customer-obsessed and calm under pressure, with a genuine passion for turning every enquiry into a great experience. You've spent 2+ years in customer care within fashion or retail, and you know your way around a helpdesk platform like Gorgias or Zendesk, plus Shopify for order management, refunds and returns.

You communicate clearly and warmly, building trust with customers and internal stakeholders alike. You spot the opportunity in every conversation - whether that's a chance to upsell, a process to improve, or a piece of feedback worth sharing with the team. Organised and proactive, you manage a busy inbox across our AU, US and UK markets without letting the details slip, and you're always looking for ways to make the experience better.

WHAT YOU'LL OWN

Customer Support - Respond promptly and professionally to customer enquiries across email, live chat and social media using Gorgias, covering orders, products, returns and general support across our AU, US and UK markets, including international shipping, duties and taxes.

Gorgias Management - Maintain and optimise our Gorgias platform, keeping tickets tagged, tracked and resolved on time, and refining macros, rules, views and FAQs to improve consistency and response times.

Upselling and Revenue Generation - Identify upselling and cross-selling opportunities during customer interactions, offering personalised recommendations and supporting the eCommerce team with promotions and campaigns.

Customer Feedback and Insights - Collect and analyse customer feedback, sharing insights with the eCommerce and product teams to improve the customer journey.

Reporting - Deliver regular reports on customer care performance - including resolution times, CSAT and upselling conversion - using Gorgias' reporting tools to track trends and flag opportunities.

Process Improvement - Review and refine customer care processes to lift efficiency, and proactively suggest and implement improvements to the customer experience.

WHAT YOU'LL BRING

2+ years' experience in customer care, ideally within fashion or retail.

Technical proficiency in Gorgias (or a comparable helpdesk such as Zendesk), including rules, macros, ticketing and reporting.

Confidence working in Shopify for order management, refunds, exchanges and returns; exposure to Klaviyo and AI support automation is an advantage.

A customer-centric mindset with a genuine passion for delivering exceptional service.

Proven ability to spot and act on upselling opportunities during customer interactions.

Excellent written and verbal communication skills, with the ability to convey information clearly and empathetically.

Strong organisational skills and attention to detail, with the ability to manage multiple tasks in a fast-paced environment.

A resourceful, proactive approach to problem-solving, with a focus on customer satisfaction and retention.

Relevant qualifications in Fashion or Customer Service are highly regarded.

WHAT WE OFFER

A creative, collaborative environment - a close-knit team in our new Rosebery office, direct access to the people making decisions, and the space to bring ideas forward and see them happen.

Real growth - as KIVARI expands worldwide, we’re committed to helping you develop your skills and your career.

Real support - a paid day off for your birthday, a monthly team lunch on us, and 24/7 confidential support through our EAP.

Purpose we design with intention, make with sustainability in mind, and stay close to the community and the coastline that shaped us.

Competitive package - salary plus a generous team member discount and a quarterly uniform allowance

OUR VALUES

• Community First
• Quality
• Always
• Believe in
• What's Possible
• Always Evolving

KIVARI is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment for all. All applications are treated in the strictest confidence.

This role is based in our Head Office in Rosebery, Sydney NSW.