Customer Experience Team Member

About the role

We are looking for a Customer Experience Team Member to join Universal Store’s Customer Experience team in Australia. In this role you will be the primary point of contact for customers across our retail and online channels, ensuring every interaction reflects our commitment to exceptional service.

Key responsibilities

• Deliver high‑quality customer service through phone, email and chat, handling enquiries, returns, refunds and escalations with professionalism.
• Support retail store teams by resolving in‑store customer queries and managing escalated issues.
• Maintain accurate records of customer interactions, returns, delivery investigations and fraud management processes.
• Collaborate with Digital, Marketing and Retail teams to improve visibility of customer issues and enhance the overall journey.
• Identify and propose process improvements, automation opportunities and service enhancements based on customer feedback and data.
• Uphold security and fraud prevention standards throughout all customer interactions.

Required profile

• Customer‑focused mindset with a passion for delivering outstanding service.
• Strong problem‑solving abilities and ability to work in a fast‑paced environment.
• Excellent communication skills, both written and verbal.
• Ability to work collaboratively with cross‑functional teams.

Required skills