Customer Service Representative

At Novella Melbourne, customer satisfaction is at the heart of everything we do. We’re searching for a Customer Service Representative who will be the voice of our brand, helping our customers with everything from product questions to post-purchase support. You will play a key role in ensuring that each customer feels valued and supported throughout their shopping journey.

Responsibilities:

• Respond to customer inquiries via email, phone, and live chat in a professional and timely manner.
• Assist customers with product information, sizing advice, and order details.
• Process exchanges, returns, and refunds efficiently, ensuring a smooth customer experience.
• Investigate and resolve customer issues and complaints, providing appropriate solutions.
• Maintain a friendly and professional tone while building positive relationships with our customers.
• Work closely with the logistics team to track and manage deliveries and ensure customer satisfaction.
• Provide feedback to the marketing and product teams on common customer issues and suggestions.

We’re looking for someone who:

• Has previous experience in a customer service role, preferably in e-commerce or retail.
• Is an excellent communicator with strong verbal and written English skills.
• Is patient, empathetic, and able to handle challenging customer situations with care.
• Is detail-oriented and organized, with the ability to handle multiple inquiries at once.
• Has a positive attitude and is excited to work in a fast-paced, fashion-forward environment.
• Familiarity with customer service software (like Zendesk) is a plus but not required.

We offer:

• A supportive, collaborative work environment where your contributions are valued.
• Flexible working hours, with opportunities for remote work.
• A competitive salary based on experience.
• Opportunities for personal and professional development within a growing fashion brand.

Interested?
If you’re ready to bring your customer service skills to a dynamic and growing fashion company, send your CV and cover letter to jobs@novella-melbourne.com. We can’t wait to welcome you to the Novella Melbourne team!