An iconic Australian fashion house experiencing another surge of growth.

zoe kratzmann has been designing considered, understated and luxury womenswear for 20 years. Based out of our head office on the Sunshine Coast, this role will be suited to you if:

You're ambitious, dedicated and value training and career progression

You have experience in retail, fashion or e-commerce

Have a strong interest in fashion and find joy in styling and outfitting

You're adaptable and learn quickly

You have impeccable customer service skills with an ability to surprise and delight customers

As the Customer Experience Assistant, you will surprise and delight our customers each day. You will enjoy finding creative solutions and going above and beyond for the zk woman. This role is primarily focused on servicing our online customers through digital platforms such as live chat over the phone and via email and requires a high-level of diligence and a positive attitude.

Reporting to the General Manager you will:

Deliver impeccable customer service to online customers across live chat, phone and email through our help desk platform

Find creative ways to surprise and delight our customers on a daily basis

Process customer returns efficiently and repackage returns to a high standard

Execute key operational requirements to deliver seasonal collections on time – this could include assisting with sample gifting and ensuring any key shipping requirements are logged accurately

Prepare new season samples and garments for campaign photoshoots and assist on photoshoots for key collections

Record, log and follow up couriers and customer-specific tracking sheets with diligence and accuracy

Handle incoming wholesale and sales Agent inquiries with care

Contribute to quarterly business review presentations and department reports as well as ideas for improvements

Maintain key KPI‘s across response times and resolution times and customer satisfaction scores





About you:

To be successful in this role, we ask that candidates:

Have a minimum 3 years experience in customer service, retail or ecommerce.

Retail experience is sufficient for this role, with ecommerce experience being an advantage but not essential

A strong interest in fashion, some knowledge in styling and outfitting is preferred.

Are a great communicator and problem solver.

Have a continuous improvement mindset and are driven by high performance.

Work efficiently, diligently and follow procedures accurately.

Are completely dedicated to the details and high levels of quality.

Have strong computer skills and a natural ability to learn new technologies quickly.

Basic MS Office proficiency is required to support daily administrative tasks and reporting requirements

Collaborative and positive mindset with a high level of professionalism.

Have an incredible work ethic and willing to go the extra mile.

Work well autonomously and in a small team setting.

Respond to change with flexibility and a positive attitude.

You must also:

Hold a valid Driver's Licence and have own transport.

Be legally entitled to work in Australia.

This is a fantastic prospect to join a successful and long-standing brand in a full-time position, 5 days per week from 8.30-4.30pm. Monday – Friday.

The Perks

Competitive salary and a brand who has a proven track record for internal progression.

Annual training and development budget.

Clear training, company culture guides and procedures.

Regular team social calendar.

Generous maternity leave package.

Supportive and positive team culture with a work hard, work smart mind-set.

Amazing staff discounts on our collections including complementary product each month

Ability to contribute to business annual planning and to shape the future of the customer experience department

If you have any questions, please contact our General Manager - Kim - via *********@zoekratzmann.com

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📌 Customer Experience Assistant - Fashion Head Office (Sunshine)
🏢 Zoe Kratzmann
📍 Sunshine