Customer Care Representative

Primary Purpose of Role

The Customer Care Representative is responsible for:

• Providing exceptional customer service for all inbound calls, emails, order management and general enquiries across both store and ecommerce channels

Key Skills Qualifications & Experience

Prerequisite Skills:

• Well-developed interpersonal skills and ability to build relationships with stakeholders at all levels.


• Strong communication skills via email, phone and in person.


• High standards and attention to detail


• Demonstrated time management and organisation skills.


• Strong relationship and rapport building skills.

Education/Qualifications/Memberships:

• Cert 1V in Call Centre / Customer Service preferred.

Preferred Experience:

• Previous retail or similar industry work experience.


• Customer service or call centre experience.


• Footwear or fashion experience.

Key Result Areas and Key Responsibilities

A. Customer Service Operations

Tier 1

• Respond promptly and professionally to customer enquiries across all channels, including phone, email, live chat, SMS, and social media.


• Deliver accurate information regarding products, stock availability, order status, returns, and promotions.


• Ensure a first-contact resolution mindset and take ownership of resolving customer queries efficiently.


• Navigate and operate multiple systems effectively, including M3, Magento, Fluent, phone systems, email platforms, and external applications such as StarTrack.


• Handle complaints with empathy, patience, and a solution-focused approach.


• Apply problem-solving skills to resolve customer issues, escalating cases appropriately and in accordance with the defined escalation process


• Liaise with internal departments and external stakeholders to fulfil customer needs and ensure a seamless service experience.


• Provide feedback and insights from customers to support continuous improvement in service and product offerings.


• Comply with company Privacy Policy handling personal data.

Tier 2

• Process product replacements promptly and in accordance with company policy.


• Monitor and respond to customer messages and comments on social channels, ensuring timely, brand- aligned communication.


• Monitor and respond to product reviews across relevant platforms, providing assistance or clarification to customers when appropriate.

B. Administration 

• Process customer refunds accurately and in line with company policies and Australian Consumer Law (ACL).


• Respond to incoming emails and forward or escalate enquiries to the appropriate team or department when necessary.


• Support the development and ongoing maintenance of up-to-date customer service processes and documentation.


• Maintain accurate customer records and detailed notes in internal systems following each interaction.