Online Customer Support Officer

Brand Collective Pty Ltd; Melbourne; On-site; AUD 52,000 - 68,000; Full time

Benefits offered by this job

Pet-friendly workspace

Generous discounts

Exclusive LK Group discounts

Access to sample sales

Leave when it matters

Novated leasing

Loyalty rewards

Well-being matters

Job summary

Brand Collective Pty Ltd is seeking an Online Customer Support Officer to deliver exceptional service for inbound inquiries via phone and email. You’ll identify needs, provide product details, and ensure customer satisfaction while collaborating with store teams to resolve issues and improve processes.

The role emphasizes professionalism, initiative, and strong communication skills to support a fast-paced online service environment in the fashion retail sector.

Qualifications

• Recent experience in customer service, administration, retail, or a similar customer-facing role.
• Excellent written and verbal communication skills.
• Attention to detail, a can-do attitude, and the ability to learn quickly.
• Demonstrated ability to use your initiative to solve problems.
• System experience and knowledge (Ap21, Gorgias or similar are advantageous).

Responsibilities

• Delivering amazing service and helping customers with all inbound enquiries by phone and email.
• Identifying customer needs and providing product information.
• Maintaining a high level of professionalism and following up to ensure customer satisfaction.
• Collating valuable customer feedback and continuously improving internal processes.
• Working closely with store-based teams to deliver excellent product delivery and issue resolution.
• Interacting with key stakeholder groups across the business.
• Driving a culture of positivity and enthusiasm.

Skills

Customer service

Administration

Retail

Written and verbal communication

Problem-solving

Systems experience

Tools

Ap21

Gorgias

Job description

ABOUT BRAND COLLECTIVE

Brand Collective is one of Australia’s most prominent apparel, footwear and sport groups, operating our omnichannel offer across 300+ stores with over 3,000 team members, a comprehensive online business, and an extensive wholesale network. Our portfolio ranges from iconic heritage to timeless contemporary, from street culture to considered craftsmanship, and from private label to international luxury fashion brands. We bring brands to life!

ROLE IN A NUTSHELL

We’re looking for an enthusiastic and motivated Online Customer Support Officer to join our tight-knit Online Customer Service team! You’ll make sure every inbound customer enquiry is handled in a polite, timely, and efficient way, helping our customers enjoy a great experience with our brands.

WHAT YOU’LL BE DOING

• Delivering amazing service and helping customers with all inbound enquiries by phone and email.
• Identifying customer needs and providing product information.
• Maintaining a high level of professionalism and following up to ensure customer satisfaction.
• Collating valuable customer feedback and continuously improving internal processes.
• Working closely with store-based teams to deliver excellent product delivery and issue resolution.
• Interacting with key stakeholder groups across the business.
• Driving a culture of positivity and enthusiasm.

ABOUT YOU

• Recent experience in customer service, administration, retail, or a similar customer-facing role.
• Great written and verbal communication skills.
• Attention to detail, a can-do attitude, and the ability to learn quickly.
• Demonstrated ability to use your initiative to solve problems.
• System experience and knowledge (Ap21, Gorgias or similar are advantageous).

JUST SOME PERKS WE OFFER

• Pet-friendly workspace: Yes, your furry friend can join you at work!
• Generous discounts: Up to 50% off top brands like Reebok, Superdry, and Elka Collective!
• Exclusive LK Group discounts: Treat yourself to savings at Daniel’s Donuts, Hommey, Snooze and more!
• Access to sample sales: Exclusive to Brand Collective team members only.
• Leave when it matters: Paid parental leave and volunteer leave.
• Novated leasing: Drive your dream car with ease.
• Loyalty rewards: We celebrate your milestones with generous service awards!
• Well-being matters: Free access to mental health professionals through our Employee Assistance Program.

READY TO MAKE AN IMPACT?

If you’re passionate about providing exceptional customer service, thrive in a fast-paced environment, and have the drive to make a real difference, we’d love to hear from you!