Customer Success Assistant

VRG GRL is a glimpse into the minds of its creators. We feel through creativity and speak through colour. Behind our pieces you will find thoughtful silhouettes designed to fit with ease, hand-painted prints and fabrics you'll want to live in. We are passionate about inspiring women to find their style and feel confident. Our clothing is our second skin and we see the importance of being a brand that allows people to express who they are, through what they wear.

THE ROLE

The role of Customer Success Assistant will see you being the voice of VRG GRL. You will play a pivotal role in ensuring our customers have a seamless and enjoyable shopping experience throughout the process. You will be the primary point of contact for customers, addressing their inquiries, resolving issues, and fostering strong relationships as well as coordinating the returns team day to day. This is a full time role working Monday to Friday at our Zillmere Distribution Centre.

KEY RESPONSIBILITIES

• Build and nurture relationships with customers to understand their needs, preferences, and feedback.
• Foster a sense of community by interacting with our audience and responding to comments. Develop and implement initiatives to build and strengthen online communities, creating a positive and inclusive digital environment.
• Proactively address and resolve customer inquiries, concerns, and issues promptly and effectively with a focus on positive customer outcomes.
• Stay informed about marketing and collection calendars, product details, and inventory to provide accurate information to customers.
• Understand all of VRG GRL’s policies and advise customers of an outcome based on these.
• Provide timely resolutions to order based enquiries, tracking shipments, and ensuring the best outcome for the customer.
• Alongside the returns team, communicating any product issues to the Customer Success Coordinator and production team.
• Assist in processing returns
• Pass any feedback insights found to the CX/returns Team Lead
• Provide guidance and information to customers regarding product features, promotions, and exclusive offers.
• Work closely with teams including ecommerce & digital, brand and product and distribution to ensure a seamless customer experience.

ABOUT US

• A growing global fashion retailer started in Brisbane, Australia.
• A female founded business, with over 80% female leadership.
• We have donated a percentage of our profits to charity annually, since inception.
• Ethical manufacturing and considered fabric choices are at the heart of our production.
• A passionate and experienced team with a focus on innovation, creativity and quality.
• We value individual development and success, and provide our team with opportunities to grow with us.

VRG GRL is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive environment that embraces diversity and empowers everyone to contribute their unique perspectives and experiences. We believe that a diverse team fuels innovation, creativity, and growth, and we welcome applicants. Together, we can drive a culture where everyone has the opportunity to thrive and make a meaningful impact.