Customer Experience Team Member

Universal Store; City of Brisbane; Hybrid; AUD 34,000 - 44,000; Part time

Benefits offered by this job

Hybrid working arrangements

Exclusive staff discounts

Free on-site parking

Learning & Development opportunities

Parental leave

Wellbeing initiatives

Regular team events

Job summary

Universal Store in Brisbane is seeking a customer-focused individual for a casual Customer Experience role across retail and online channels. You will resolve enquiries, process returns, and support both store and online teams to deliver exceptional service, bridging in-store and online experiences.

You’ll collaborate with Customer Experience, Retail and Digital teams to improve the customer journey, with a focus on process improvements and high service standards.

Qualifications

• Experience in customer service, retail and/or eCommerce environments.
• Strong customer-first mindset with ability to build rapport and handle a variety of customer interactions.
• Excellent communication and interpersonal skills.

Responsibilities

• Delivering exceptional customer service across multiple channels, ensuring every interaction is handled with care and professionalism.
• Supporting the management of returns, refunds, and customer enquiries, including investigations and resolutions.
• Assisting retail store teams with customer service queries and escalations.
• Maintaining accurate records of customer interactions, returns, and delivery investigations.
• Upholding security and fraud management processes.
• Collaborating with Digital and Marketing teams to improve customer visibility and experience.
• Identifying opportunities to improve processes, automate tasks, and enhance service delivery.
• Using insights and customer feedback to suggest improvements that drive customer satisfaction and operational efficiency.
• Contributing to a culture of high customer service standards by leading through example.

Skills

Customer service

Retail

eCommerce

Tools

CRM systems

Retail software

Job description

From our humble beginnings as a suburban unisex clothing store in 1999, we’ve grown to more than 100 stores nationally and now deliver the latest in apparel to customers around the world through our thriving online store. Our team carefully curates a mix of local and international labels, working collaboratively to develop exclusive styles and collections that give our customers head to toe outfitting options for every occasion.

Today, we’re proud to be recognised as one of Australia’s leading youth fashion retailers. We’ve built and grown brands such as Neovision, Common Need, Luck & Trouble, and Worship, and we continue to partner with global favourites including Lee, Wrangler, AS Colour, Calvin Klein, Stussy and Abrand. As our business has expanded, we’ve welcomed the Perfect Stranger and Thrills Co brands into our portfolio, allowing us to offer an even broader range of fits, styles and pieces that reflect the diversity of our customer base.

No matter the style, our mission remains the same: elevate every outfit and deliver customer service that goes above and beyond.

The Opportunity

This is an exciting opportunity to join our Customer Experience team on a casual basis, playing a key role in delivering genuine, end‑to‑end service across our retail and online channels. Supporting both customers and internal teams, you’ll be at the heart of ensuring every interaction reflects our commitment to going above and beyond.

In this role, you’ll work closely with our Customer Experience, Retail, and Digital teams to resolve enquiries, manage returns and escalations, and continuously improve how we deliver service. You’ll also contribute to initiatives that enhance the customer journey by identifying opportunities to streamline processes and bridge the gap between our in‑store and online experiences.

Key responsibilities include:

• Delivering exceptional customer service across multiple channels, ensuring every interaction is handled with care and professionalism
• Supporting the management of returns, refunds, and customer enquiries, including investigations and resolutions
• Assisting retail store teams with customer service queries and escalations
• Maintaining accurate records of customer interactions, returns, and delivery investigations
• Upholding security and fraud management processes
• Collaborating with Digital and Marketing teams to improve customer visibility and experience
• Identifying opportunities to improve processes, automate tasks, and enhance service delivery
• Using insights and customer feedback to suggest improvements that drive customer satisfaction and operational efficiency
• Contributing to a culture of high customer service standards by leading through example

What we’re Looking For

We’re looking for a customer‑focused and solutions driven individual who is passionate about delivering exceptional service. You thrive in a fast‑paced environment, enjoy problem solving, and take pride in creating positive outcomes for customers and teams alike.

You’ll bring:

• Experience in customer service, retail and/or eCommerce environments
• A strong customer‑first mindset with the ability to build rapport and handle a variety of customer interactions
• Excellent communication and interpersonal skills
• Strong attention to detail and accuracy when managing customer records and processes
• Proven problem‑solving skills with the ability to think laterally and make sound decisions
• Confidence using systems and technology to manage customer interactions and workflows
• The ability to work both autonomously and as part of a collaborative team
• A proactive approach, with a drive to continuously improve processes and the customer experience
• High level of accountability and a results‑focused mindset

What We Offer

• A vibrant, collaborative workplace culture with a supportive and growth driven leadership team
• Exclusive staff discounts across our brands, plus access to partner deals and offers through Flare
• Free on‑site parking and generous facilities at our modern, purpose-built Support Office located in Eagle Farm
• Learning & Development opportunities - Grow your career with us!
• Hybrid working arrangements with flexibility to work from home
• Salary sacrificing and novated leasing options
• Paid parental leave
• Wellbeing support through Sonder and regular wellness initiatives
• Regular social events and team activities

Our Values

• Care for Everyone
• Here to Help
• Make it Work
• Better Than Good
• Contribute

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