Customer Service Representative

Kennedy Reid; Sydney; Hybrid; AUD 60,000 - 67,000; Full time

Benefits offered by this job

Sample sales

Staff discount 60%

Hybrid work

Team events

Job summary

Kennedy Reid is seeking an experienced Customer Service Representative to join a well-established retail group at their Sydney Head Office. You will deliver high-quality, personalised service across five fashion brands, handling calls, emails and live chat with a focus on meaningful interactions rather than high-volume metrics.

The role offers a permanent, full-time contract with hours Monday to Friday, 8.30am–5pm, and one day of work-from-home.

Qualifications

• Experience in customer service, preferably in retail
• Strong written and verbal communication skills
• Zendesk experience is a plus

Responsibilities

• Provide exceptional customer service across five brands, via phone, email and live chat
• Manage inbound calls, emails and live chats with professionalism
• Liaise with warehouse on orders and returns
• Review and amend online orders
• Process refunds and handle stock enquiries
• Maintain customer and gift card accounts

Skills

Customer service

Retail experience

Communication skills

Teamwork

Work ethic

Tools

Zendesk

Live chat software

Job description

A well-established and fast-growing retail group, representing six successful and much-loved fashion brands, is seeking an experienced Customer Service Representative to join their Sydney Head Office team.

If you’re passionate about fashion and love delivering exceptional service, this is your opportunity to step into a corporate head office environment with a brand that truly values its people. You’ll be joining a supportive, collaborative, and energetic team where your contribution is recognised and genuine career progression is encouraged.

The Role

As a Customer Service Representative, you’ll be the voice of the brand, delivering high-quality, personalised service across multiple channels. This is not a high-volume call centre role — it’s about meaningful interactions and creating positive customer experiences.

• Providing exceptional customer service across all five brands
• Managing inbound calls, emails, and live chat enquiries
• Resolving customer issues with professionalism and empathy
• Liaising with the warehouse regarding orders and returns
• Reviewing and amending online orders
• Processing refunds and handling stock enquiries
• Maintaining customer and gift card accounts
• Salary: $60,000–$67,000 + Super (depending on experience)
• Hours: Monday to Friday, 8.30am–5pm (1 days WFH)
• Contract: Permanent, full-time

Benefits

• Genuine career progression with a strong focus on internal promotions
• Exclusive access to sample sales
• 60% staff discount across all brands
• Modern, vibrant office environment
• Team social events every third Friday

About You

• Previous customer service experience (retail backgrounds welcome)
• A genuine passion for fashion
• Experience using Zendesk (preferred but not essential)
• Web chat / live chat experience highly regarded
• In-store retail or eCommerce experience advantageous
• Strong written and verbal communication skills
• Professional, reliable, and a team player