The successful candidate will be the voice behind one of Australia’s fastest-growing ecommerce luxury brands, where every customer interaction reflects the exquisite elegance and minimalism that defines the brand. As a Online Customer Service Consultant, you will be the ambassador of the brand ethos, translating a commitment to quality and exclusivity into meaningful conversations that delight and retain a global clientele. Each interaction you nurture will embody love, connection, and confidence – ensuring loyal customers feel valued and understood.

In your first 12 months, you will master the art of premium customer care during exclusive monthly drops, creating experiences that transform first-time buyers into lifelong advocates. You will collaborate with a passionate team who believes that every piece created – and every customer you assist – should celebrate unique beauty and individual expression.

Your growth opportunities include:

• Developing expertise in luxury customer experience within a brand with global reach
• Mastering the delicate balance of problem-solving and relationship building
• Contributing to service innovations that align with the values of quality and authenticity
• Building specialised knowledge in high-end, limited-edition fashion customer care

Why You Will Like Working Here

You will join a team that refuses to compromise on quality or authenticity. You will create experiences that matter, craft responses that reassure, and build relationships that genuinely connect with discerning customers who value exclusivity and beauty.

Your benefits include:

• A supportive environment where insight and initiative are valued
• Ongoing professional development to refine customer service expertise
• Fun events and genuine team connections throughout the year

What You Will Be Working On

You will orchestrate service experiences that mirror meticulously crafted garments. Managing inquiries across email, live chat, and social channels, you will create moments that capture the essence of the brand and reinforce the confidence these pieces inspire.

Your distinctive responsibilities include:

• Crafting responses that embody elegance, warmth, and authentic care
• Resolving customer inquiries with the same attention to detail brought to the collections
• Maintaining consistent brand voice across all customer touchpoints
• Identifying patterns in customer feedback that can enhance product and experience
• Collaborating with fulfillment and creative teams to ensure seamless customer journeys

What Type of Person Will Be Successful

The ideal candidate understands that true luxury lies in authenticity and meaningful connection. You have an ear for nuance and appreciate the power of the right words at the right moment. You are driven by the desire to help others feel confident and beautiful.

• Experience in e-commerce platforms (especially Gorgias or Shopify POS) is a huge plus!
• 1+ years of customer service experience with an eCommerce or Fashion brand
• Exceptional written and verbal communication skills that convey empathy and exclusivity
• Problem-solving mindset balanced with genuine care for customer satisfaction
• Ability to maintain composure and quality during high-volume periods

If you’re passionate about creating digital experiences that empower and inspire, we’d love to hear from you. This Melbourne-based role offers the unique opportunity to shape the presence of a brand that truly values quality, authenticity, and genuine customer connection.

Join our client embark on their mission to emit love, connection, and confidence through every digital touchpoint. Your creativity and strategic vision could be the missing piece in this journey to redefine what it means to be a conscious luxury brand.

Making belonging our business.

Assembly Talent pairs exceptional talent within exemplary businesses within the retail, eCommerce, beauty and lifestyle industries. Professional, personable and discreet, we’re specialists in seeking, securing and supporting flourishing careers and company relationships. Our lived experience of over 20 years across the Retail, Fashion, eComm, tech, beauty, and FMCG landscape has helped us place sought-after candidates with leading and emerging brands both in Australia and abroad. Valuing culture-fit and chemistry on par with capabilities and credentials, our holistic recruitment strategy supports career aspirations and business acumen in equal measure.

Does this sound like the perfect fit for you? Apply for this role below.