About the company

Since 2011, the company has redefined the future of retail in Australia and New Zealand. As the region's leading fashion e-commerce destination, its technology-driven platforms deliver an inspiring and seamless end-to-end customer experience across fashion, sport, home and beauty.

The company is home to a diverse and dynamic team of more than 1,000 people united by a shared purpose: bringing the future of shopping to customers. Collaboration, innovation and inclusion are at the heart of everything it does, alongside a commitment to making a positive impact through ethical sourcing, sustainability and community engagement.

About the team The Customer Service team is dedicated to delivering effortless customer experiences. Working closely with teams across the business, they provide exceptional support while continually looking for ways to improve the customer journey. The team is known for its collaborative culture, high service standards and commitment to customer satisfaction.

About the role

As a Customer Service Representative , you'll be the first point of contact for customers, delivering exceptional service across phone, email and messaging channels. You'll assist with product enquiries, order support and issue resolution while ensuring every interaction creates a positive shopping experience.

This is a rapid-paced role suited to someone who enjoys helping people, solving problems and working towards service excellence.

What you'll do

- Respond to customer enquiries, complaints and concerns via phone, email and messaging in a timely and professional manner.
- Provide product information and assist customers with order-related enquiries.




- Resolve customer issues and ensure a positive customer experience.
- Follow up on enquiries to ensure customer needs have been met.
- Maintain a strong understanding of the company's products, services and customer experience processes.
- Stay up to date with training, systems and team initiatives.

About you

You'll bring

- Excellent written and verbal communication skills.
- A customer-first mindset with empathy and a passion for delivering outstanding service.
- Strong problem-solving skills and the ability to resolve customer concerns effectively.
- Confidence using computer systems and customer support platforms (experience with Zendesk is an advantage).
- Strong organisational and time management skills, with the ability to prioritise in a fast-paced environment.
- Experience working towards customer service KPIs such as customer satisfaction, productivity and quality.
- A collaborative, adaptable approach and willingness to support the wider team.
- Flexibility to work a roster that may include weekends and public holidays.
- An interest in fashion, retail or e-commerce.

? Please consider applying even if you don't meet 100% of what's outlined. ?

Key Responsibilities

? Responding to customer inquiries

?️ Providing product information

? Ensuring customer satisfaction

Key Strengths

?️ Communication Skills

? Customer-Centric

? Problem-Solving

? Technical Proficiency

⏰ Time Management

? Passion for Fashion

Why the company is partnering with Hatch

Hatch exists to level the playing field for people as they discover careers that are right for them. When you apply, you'll have the opportunity to showcase more than just your résumé.

A final note: This is a role with the company, not with Hatch.

📌 Customer Service Representative (Casual) @ Fashion Ecommerce (Sydney)
🏢 Hatch
📍 Sydney