Customer Experience Team Member

Universal Store
From our humble beginnings as a suburban unisex clothing store in 1999, we’ve grown to more than 100 stores nationally and now deliver the latest in apparel to customers around the world through our thriving online store. Our team carefully curates a mix of local and international labels, working collaboratively to develop exclusive styles and collections that give our customers head to toe outfitting options for every occasion.
Today, we’re proud to be recognised as one of Australia’s leading youth fashion retailers. We’ve built and grown brands such as Neovision, Common Need, Luck & Trouble, and Worship, and we continue to partner with global favourites including Lee, Wrangler, AS Colour, Calvin Klein, Stussy and Abrand. As our business has expanded, we’ve welcomed the Perfect Stranger and Thrills Co brands into our portfolio, allowing us to offer an even broader range of fits, styles and pieces that reflect the diversity of our customer base.
No matter the style, our mission remains the same: elevate every outfit and deliver customer service that goes above and beyond.

The Opportunity

This is an exciting opportunity to join our Customer Experience team on a casual basis, playing a key role in delivering genuine, end‑to‑end service across our retail and online channels. Supporting both customers and internal teams, you’ll be at the heart of ensuring every interaction reflects our commitment to going above and beyond.
In this role, you’ll work closely with our Customer Experience, Retail, and Digital teams to resolve enquiries, manage returns and escalations, and continuously improve how we deliver service. You’ll also contribute to initiatives that enhance the customer journey by identifying opportunities to streamline processes and bridge the gap between our in‑store and online experiences.
Key responsibilities include:

Delivering exceptional customer service across multiple channels, ensuring every interaction is handled with care and professionalism
Supporting the management of returns, refunds, and customer enquiries, including investigations and resolutions
Assisting retail store teams with customer service queries and escalations
Maintaining accurate records of customer interactions, returns, and delivery investigations
Upholding security and fraud management processes
Collaborating with Digital and Marketing teams to improve customer visibility and experience
Identifying opportunities to improve processes, automate tasks, and enhance service delivery
Using insights and customer feedback to suggest improvements that drive customer satisfaction and operational efficiency
Contributing to a culture of high customer service standards by leading through example

What we’re Looking For

We’re looking for a customer‑focused and solutions driven individual who is passionate about delivering exceptional service. You thrive in a fast‑paced environment, enjoy problem solving, and take pride in creating positive outcomes for customers and teams alike.
You’ll bring:

Experience in customer service, retail and/or eCommerce environments
A strong customer‑first mindset with the ability to build rapport and handle a variety of customer interactions
Excellent communication and interpersonal skills
Strong attention to detail and accuracy when managing customer records and processes
Proven problem‑solving skills with the ability to think laterally and make sound decisions
Confidence using systems and technology to manage customer interactions and workflows
The ability to work both autonomously and as part of a collaborative team
A proactive approach, with a drive to continuously improve processes and the customer experience
High level of accountability and a results‑focused mindset

What We Offer

A vibrant, collaborative workplace culture with a supportive and growth driven leadership team
Exclusive staff discounts across our brands, plus access to partner deals and offers through Flare
Free on-site parking and generous facilities at our modern, purpose-built Support Office located in Eagle Farm
Learning & Development opportunities - Grow your career with us!
Hybrid working arrangements with flexibility to work from home
Salary sacrificing and novated leasing options
Paid parental leave
Wellbeing support through Sonder and regular wellness initiatives
Regular social events and team activities

Our Values

Care for Everyone
Here to Help
Make it Work
Better Than Good
Contribute

Ready to take the next step?
Apply now with your resume and cover letter (optional) showcasing your interest and experience!