Customer Experience Representative

Sheet Society Pty; City of Melbourne; Hybrid; AUD 50,000 - 65,000; Part time

Benefits offered by this job

Staff discounts on Sheet Society, Rest

Team celebrations

Breakfast and snacks in office

Dog-friendly office

Job summary

Sheet Society Pty in Melbourne is seeking a Customer Experience Representative to be the voice of the brand across channels, delivering warm, seamless support from first contact to resolution.

You will assist customers in choosing products, manage orders, and collaborate with Retail, Warehouse and head office to ensure a flawless end‑to‑end experience. Weekend remote work is available during busy periods.

Qualifications

• At least one year of customer service experience, ideally in a retail store or similar customer-facing role.
• Clear, friendly communication and good judgement when resolving customer issues, including knowing when to elevate.
• Reliable and organised, especially when things get busy, with the confidence to work independently and remotely on weekends.
• Quick to pick up new systems, keeping accuracy and pace while working across several at once.
• A genuine love of helping people, and the confidence to guide them from question to purchase or resolution.
• Equally at ease with customers in person, over the phone or online.
• Curiosity about products, fabrics, styling and the customer journey, online and in store.
• Experience with platforms such as Gorgias, Shopify, Aircall or Loop is a bonus.
• Experience with online orders, returns, delivery enquiries, product recommendations or styling advice is also a plus.

Responsibilities

• Respond to enquiries across email, live chat, phone and social, within agreed service and quality targets.
• Own every enquiry from first contact to resolution, aiming to solve it in a single response.
• Give confident product, sizing, fabric, care and styling advice in our warm, clear tone of voice.
• Manage orders, invoices, cancellations, refunds, exchanges and replacements accurately and promptly.
• Support delivery, tracking and returns enquiries, liaising with carriers and internal teams as needed.
• Spot genuine sales opportunities and help customers buy with confidence.
• Process physical returns, exchanges and click and collect orders when rostered.
• Build lasting relationships with returning, trade and project customers.
• Capture feedback and recurring issues to help improve our products, processes and service.
• Follow our workflows and tools, using judgement when a customer needs a more personal touch.
• Partner with Retail, Warehouse, Product and Operations to resolve issues and support escalations.
• Assist with administrative tasks, peak trade activity and other customer experience responsibilities as required.

Skills

Customer service experience

Clear communication

Reliability & organization

Independent work (weekends)

Fast learner with multiple systems

Customer centric mindset

Omnichannel support

Product/fashion curiosity

Experience with support platforms

Tools

Gorgias

Shopify

Aircall

Loop

Job description

Sheet Society was born in Melbourne in 2017 with a simple idea: to make space for better rest, so you can show up for what’s next. We started by shaking up the bedding industry with our innovative, thoughtful design. Today, our range spans bedding, bath and wellness essentials alongside Resting, our dedicated restwear brand for the in‑between.

We’re one of Australia’s fastest‑growing retail brands, with big plans for what’s next. Behind it all is a passionate, down‑to‑earth team obsessed with creating products and experiences you love, while doing better by people and the planet. We are proud to be B Corp Certified.

We’re looking for a team of Customer Experience Representatives stationed at our Brunswick HQ, with the option to WFH on weekends.

About You:

You’re a team player who has the ability to engage and connect with those around you to achieve our collective goals. You’re accountable, driven and the ultimate support crew to those around you.

We're hiring for two positions:

Ongoing casual: you'll ideally be available Thursday, Friday and Saturdays.

Fixed‑term seasonal casual: you'll be available through our busiest period, from mid‑October, Black Friday/Cyber Monday, the lead‑up to Christmas and January returns. This includes weekends and peak trading days.

About the Role:

As our Customer Experience Representative, you'll be the voice of Sheet Society and Resting across every customer channel, delivering support that feels warm, seamless and genuinely memorable. You'll own day‑to‑day enquiries from first contact through to resolution, help customers choose the right products for their home, and support sales and order management along the way. Working closely with our Retail, Warehouse and head office teams, you'll make sure every customer is looked after from start to finish.

In every interaction, you'll Deliver the Dream: understanding what the customer really needs, taking ownership, and finding a thoughtful way to make their experience a little better.

Key Responsibilities:

• Respond to enquiries across email, live chat, phone and social, within agreed service and quality targets
• Own every enquiry from first contact to resolution, aiming to solve it in a single response
• Give confident product, sizing, fabric, care and styling advice in our warm, clear tone of voice
• Manage orders, invoices, cancellations, refunds, exchanges and replacements accurately and promptly
• Support delivery, tracking and returns enquiries, liaising with carriers and internal teams as needed
• Spot genuine sales opportunities and help customers buy with confidence
• Process physical returns, exchanges and click and collect orders when rostered
• Build lasting relationships with returning, trade and project customers
• Capture feedback and recurring issues to help improve our products, processes and service
• Follow our workflows and tools, using judgement when a customer needs a more personal touch
• Partner with Retail, Warehouse, Product and Operations to resolve issues and support escalations
• Assist with administrative tasks, peak trade activity and other customer experience responsibilities as required

Skills & Attributes required for this role:

• At least one year of customer service experience, ideally in a retail store or similar customer‑facing role
• Clear, friendly communication and good judgement when resolving customer issues, including knowing when to elevate
• Reliable and organised, especially when things get busy, with the confidence to work independently and remotely on weekends
• Quick to pick up new systems, keeping accuracy and pace while working across several at once
• A genuine love of helping people, and the confidence to guide them from question to purchase or resolution
• Equally at ease with customers in person, over the phone or online
• Curiosity about products, fabrics, styling and the customer journey, online and in store
• Experience with platforms such as Gorgias, Shopify, Aircall or Loop is a bonus
• Experience with online orders, returns, delivery enquiries, product recommendations or styling advice is also a plus

Why You’ll Love It Here:

• Generous staff discounts on Sheet Society, Resting and Sleep Well products
• Team celebrations, rewards and recognition
• Communal kitchen providing breakfast, all the snacks and lots of coffee
• Dog‑friendly office

Our Values in Action:

• Good Humans: We’re Good Humans, and we do our best to do good in business too. We bring our best selves to work, for our customer, team, and the world around us.
• Driven Dreamers: We always innovate, and that goes beyond the bed. We push the boundaries to turn our dreams into your reality.
• Authentic Achievers: We pull up our sleeves and get the hard work done, without the fuss. We know who we are, and we work to make the bed better — for everybody.
• Support Crew: We’re committed to you, and your sleep. Whether it's a great product, or great service — and when things don’t go to plan, we’re here to make it right.

Ready to Join the Dream Team?

Applications close end of day Wednesday 9 October.

Let’s make every third of our lives spent in bed not just comfortable, but unforgettable. Hop on board and let’s shake up the world of retail together.

We are proud to be an equal‑opportunity employer that seeks to recruit, develop and retain the most talented individuals from a variety of backgrounds. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.