CUSTOMER EXPERIENCE SPECIALIST | SYDNEY HQ

Are you passionate about creating great customer experiences and love being the person who can turn a problem into a positive outcome?

At Industrie Clothing, we’ve been redefining men’s style since 1999, offering modern, practical and effortlessly masculine designs. With over 120 stores nationwide and a growing online business, we’re looking for a Customer Experience Specialist to join our team at our Sydney Head Office.

Supporting customers across Industrie Clothing, Indie Kids and ROLER, this is a hands-on role for someone who is organised, solutions-focused and genuinely enjoys helping people.

What are we looking for?

We’re looking for a confident and customer-focused Customer Experience Specialist who knows what great service looks like and can deliver it across every interaction.

You’ll manage customer enquiries from start to finish across email, chat, phone and social media, while supporting returns, refunds, exchanges and online order enquiries. Working closely with our Customer Experience, eCommerce and Warehouse teams, you’ll take ownership of customer issues and find solutions that work for both the customer and the brand.

Customer Experience Specialist Responsibilities:

- Manage customer enquiries from start to finish across email, chat, phone and social media.
- Process customer returns, refunds and exchanges accurately and within required timeframes.
- Problem-solve customer and online order issues to find the best possible resolution.
- Coordinate exchanges, re-sends, short orders and missing items.
- Monitor and respond to customer reviews and enquiries across online platforms.
- Work closely with our Customer Experience,



eCommerce and Warehouse teams to resolve customer issues.
- Complete daily reconciliations and support weekly reporting across customer experience and returns.
- Provide general support to the wider Digital team as required.

What You’ll Bring:

- At least 1 year of experience in a similar customer experience or customer service role.
- Excellent written and verbal communication skills.
- A calm, empathetic and solutions-focused approach to customer service.
- Strong organisation and time management skills, with the ability to manage multiple enquiries at once.
- Confidence taking ownership of customer issues from initial enquiry through to resolution.
- The ability to work effectively in a dynamic, fast-paced environment.
- Proficiency in Microsoft Office.
- Experience with Gorgias, Zendesk, Shopify or similar customer service/eCommerce platforms will be highly regarded.
- Previous retail experience will also be advantageous.

Why You’ll Love Working With Us:

At Industrie, we’re more than a workplace – we’re a family. Here’s what makes us stand out:

- A Brand You Can Be Proud Of: Be part of a well-loved Australian fashion brand.
- Opportunities to Shine: We’re all about promoting from within – your career growth is our priority.
- Recognition & Rewards: Enjoy competitive salaries and exclusive staff perks.
- A Vibrant Culture: Join a team that knows how to work hard and celebrate success, with regular staff events and a supportive, collaborative environment.
- Generous Staff Discounts: Enjoy amazing employee discounts across our brands.

If you’re passionate about delivering outstanding customer experiences and love finding solutions, APPLY NOW!

Only shortlisted candidates will be contacted.

📌 Customer Experience Specialist (Sydney)
🏢 Industrie Clothing
📍 Sydney