Customer Service Agent (Casual)

About the role

Honey Birdette is seeking a passionate online Customer Service Agent to join its Hive. You will deliver a red‑carpet digital experience, guiding customers to products they didn’t know they needed while upholding the brand’s bold and empowering ethos.

Key responsibilities

• Manage ticket requests through the Zendesk portal, meeting KPI targets and ensuring a premium customer experience.
• Educate and guide customers toward complementary products that match their needs.
• Communicate with customers via chat, phone, email and other online platforms.
• Provide additional support and perform ad‑hoc tasks as required.

Required profile

• Minimum 2 years of experience in retail or online customer service.
• Strong communication skills with a focus on positive outcomes.
• Energetic, people‑oriented attitude and openness to diverse customers.
• Proven ability to thrive in a fast‑paced environment and achieve set KPIs.
• Experience handling multiple systems simultaneously.
• Good understanding of company policies and processes.
• Collaborative mindset to drive commercial results.
• Skilled at de‑escalating situations and turning negatives into positives.
• Calm under pressure and able to meet deadlines.
• Ability to work both autonomously and within a team.
• Flexible availability for evenings, weekends and public holidays.

Required skills

• Zendesk ticketing platform

What we offer

• Hybrid working arrangement – 3 days in the Sydney CBD office, 2 days remote.
• Generous product discounts.
• Birthday, wellness and parental leave.
• Inclusive, equal‑opportunity culture that celebrates diversity.