Customer Care Specialist

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Introduction:
ABOUT US

Viktoria & Woods is an Australian brand known for creating modern, timeless and effortless designs that transcend seasons and generations.

Established in 2004, we are committed to responsible sourcing, and using high quality fabrics and workmanship across every design.

Description:
ABOUT THE ROLE

We are seeking a highly customer-focused and detail-oriented Customer Care Specialist to join our team. This role is crucial in ensuring a seamless and premium experience for our customers across various communication channels. You will be responsible for leading customer support during high-volume periods, optimising inventory management, and acting as a key contact for our warehouse to resolve logistics concerns.

Reporting to the Digital Marketing & eCommerce Manager, you will:

Customer Service & Support

• Respond to customer enquiries via email, live chat, phone, and social DMs in line with agreed SLAs, ensuring a seamless, premium experience.
• Process and manage online returns, refunds, and faulty product claims from both online and boutique channels.
• Lead the communication and resolution of boutique support queries, including online order issues and client complaints.
• Support VIP client management, including in-store profile updates and account-based discount application.

Order Fulfilment & Logistics

• Fulfil online orders, click & collects and same-day delivery requests in coordination with the Warehouse.
• Monitor and resolve fraudulent orders, create and distribute gift cards and discount codes.
• Communicate with delivery and returns partners to ensure smooth logistics and customer satisfaction.
• Act as the key contact for the warehouse, monitor performance, and support in resolving any escalated logistics concerns.

System & Process Management

• Proactively identify issues in integrations between eCommerce store front > Middleware/ERP and Warehouse, raising and resolving them in partnership with relevant teams.
• Act as the Customer Care product owner for the ERP (AP21), managing testing, troubleshooting, and solution rollout in partnership with the Digital team.
• Act as Middleware (Dot apparel) partnership key contact in optimising inventory management, location management, product feeds.
• Oversee the Customer Care automation roadmap, AI integration, and in-platform optimisations to support digital scale and efficiency.

Team & Operational Support

• Assist the Digital Marketing and eCommerce Manager in onboarding, coaching, and development of junior team members.
• Lead customer care support for high-volume periods, such as launches and sale events.
• Own customer care insights and complete inputs for weekly Monday trade reports, Post-Season Reviews and End of month reports.
• Provide testing and customer journey feedback in collaboration with the Digital Marketing & eCommerce Specialist ahead of campaign and promotional launches.

Skills and Experiences:
YOU WILL BRING:

• 1+ years of experience in a similar lead customer service type role, preferably in the retail or fashion industry, is desirable.
• A Bachelor's degree in Communications, Business, Commerce, Marketing or similar is highly desirable.
• Excellent communication skills which can be effectively adapted to different situations, with strong copywriting skills being beneficial.
• A genuine customer-oriented approach to all interactions.
• Strong ability to overcome challenges calmly and effectively, demonstrating empathy.
• Exceptional planning, prioritisation and time management skills, with the ability to manage conflicting priorities effectively.
• Solid understanding of Shopify and AP21 is desirable.

WE WILL OFFER YOU:
A competitive salary
Generous benefits including a clothing allowance, significant discounts on our range, Work from Home on Fridays, and birthday leave.
A supportive work environment that values teamwork, innovation, and sustainability.

Please note due to the high volume of applications we receive, only successful candidates will be contacted.