Customer Service Representative

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

Benefits offered by this job

Career progression

Sample sales access

Staff discount 60%

Modern office environment

Team social events

Job summary

Kennedy Reid is partnering with a fashion retail group to recruit a Customer Service Representative for their Sydney Head Office. You will deliver high-quality service across five brands and manage calls, emails and live chat with a customer-first approach.

The role emphasises meaningful interactions over high-volume support, promotion of brand values, and collaboration with warehouse teams. A passion for fashion and strong communication are essential.

Qualifications

• Previous customer service experience in retail is valued.
• A passion for fashion and client service excellence.
• Experience using Zendesk is preferred but not essential.
• Web chat / live chat experience is highly regarded.
• In-store retail or eCommerce background is advantageous.
• Strong written and verbal communication skills.
• Professional, reliable, and a team player.

Responsibilities

• Provide exceptional customer service across all five brands.
• Manage inbound calls, emails and live chat enquiries.
• Resolve customer issues with professionalism and empathy.
• Liaise with the warehouse regarding 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

Zendesk

Live chat

E-commerce

Communication

Team player

Tools

Zendesk

Job description

The Company

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.

Your responsibilities will include:

• 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