Job Description

Customer and Consumer Experience Specialist n

We’re looking for someone who’sexceptionally positive with people .

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Someone who doesn’t just answer a customer enquiry — they own it.

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Someone who gets genuine satisfaction from solving problems, exceeding expectations and occasionally doing something that makes a customer say:

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“Wow. I wasn’t expecting that.”

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Zen Imports represents some of the world’s most recognised outdoor and lifestyle brands across Australia and New Zealand, includingLeatherman, Fjällräven, Ledlenser and Opinel .

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We’re looking for aConsumer Experience Specialist to become one of the key voices of these brands to our consumers.

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Consumer Experience Specialist

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Zen Imports | Sydney | Full-time

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We’re looking for someone who’sexceptionally good with people .

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Someone who doesn’t just answer a customer enquiry — they own it.

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Someone who gets genuine satisfaction from solving problems, exceeding expectations and occasionally doing something that makes a customer say:

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“Wow. I wasn’t expecting that.”

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Zen Imports represents some of the world’s most recognised outdoor and lifestyle brands across Australia and New Zealand, includingLeatherman, Fjällräven, Ledlenser and Opinel .

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We’re looking for aConsumer Experience Specialist to become one of the key voices of these brands to our consumers.

What You’ll Do n

You’ll take ownership of consumer enquiries across our portfolio of brands and websites, communicating through:

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Email

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Phone

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Website live chat

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Online contact forms

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E-commerce enquiries

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You’ll help consumers with product advice, online orders, deliveries, returns, warranties, troubleshooting and general product questions.

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Butanswering enquiries is only part of the job .

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We want you looking for opportunities to make the experience better.

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That could mean finding a solution when something hasn’t gone to plan.

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Following up when you didn’t have to.

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Helping someone find exactly the right product.

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Recognising a loyal customer.

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Finding a creative solution to an unusual problem.

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Or occasionally doing something unexpected simply because it’s the right thing to do.

Surprise & Delight n

We want our consumers to remember how they were treated.

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We believe the best customer experiences aren’t created by scripts and policies. They’re created by great people who are trusted to use judgement.

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You’ll have the opportunity to turn ordinary customer interactions into memorable ones.

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Sometimes the smallest gesture can create a customer for life.

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Our goal is to create customer stories that start:

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“You won’t believe what Zen did for me…”

Become an Expert in Great Brands n

You’ll develop deep product knowledge across brands including:

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Leatherman | Fjällräven | Ledlenser | Opinel

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One minute you might be helping someone choose a Leatherman for an overseas adventure.

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The next you’re helping with a Fjällräven backpack, troubleshooting a Ledlenser or answering a question from an Opinel owner.

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If you already love great products, outdoor gear, travel or adventure, you’ll probably enjoy working here.

Who We’re Looking For n

Your previous job title isn’t particularly important.

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The standard of customer experience you’ve learned is.

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We’d particularly like to meet people who have worked somewhere known for exceptional customer service — perhaps:

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Premium or luxury retail

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Hotels and hospitality

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Airlines and travel

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Automotive

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Technology

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Premium e-commerce

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Outdoor or sporting brands

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High-quality consumer brands

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You’ll be:

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An exceptional communicator

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Warm, friendly and engaging

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Brilliant on the phone

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A strong written communicator

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Naturally empathetic

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Highly organised

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Comfortable juggling multiple brands and enquiries

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Calm when dealing with frustrated customers

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Curious and quick to learn products

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Confident using technology

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Someone who takes ownership rather than passing problems on

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Experience withShopify, e-commerce, CRM/helpdesk platforms or live-chat systems would be highly regarded.

Be the Voice of the Consumer n

You’ll also have an important role inside Zen.

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Because you’ll speak with consumers every day, you’ll often be the first person to notice what’s working — and what isn’t.

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If customers keep asking the same question, tell us.

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If something on one of our websites is confusing, tell us.

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If a process is frustrating customers, help us change it.

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If you have an idea that would create a better experience, we want to hear it.

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We don’t just want someone to manage an inbox.

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We want someone who helps us build a better consumer experience.

Why Zen? n

Zen is an established Australian business representing some genuinely iconic international brands.

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You’ll work acrossLeatherman, Fjällräven, Ledlenser, Opinel and other premium brands, developing deep product knowledge and building relationships with the people who use them.

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This isn’t a call-centre environment.

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You’ll have genuine ownership of consumer interactions and the freedom to use judgement, personality and initiative.

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Our philosophy is simple:

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Solve it. Make it easy. Make it memorable.

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And whenever there’s an opportunity:

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Surprise them.

Sound Like You? n

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📌 Customer and Consumer Experience Specialist (New South Wales)
🏢 Zen Imports
📍 New South Wales