Location: Byron Bay Department: Customer Service Reports to: Head of E-commerce Type: Full-time
About the Role
At Mister Zimi, the Everyday Holiday feeling doesn't stop at checkout, it travels with every order, every exchange, every message sent at midnight by a customer who needs her dress before Friday. As our Customer Service Consultant, you'll be the person who makes sure it always arrives intact.
This role is a vital part of a small, tight-knit Customer Service team, based in Byron Bay and working in close collaboration with the Customer Service Lead and team in Melbourne. You will cover the full customer journey for the AU and a rapidly growing global US market.
What You Will Be Doing
Work closely with the Melbourne based Customer Service team, coordinating handovers, maintaining a consistent tone, and ensuring the order delivery process remains invisible to the customer. Support the Customer Service Lead with workflow improvements and systems upkeep, and roll up your sleeves when things spike.Proactively support cross-functional teams during quieter periods, rolling up your sleeves to assist with tasks across departments, from logistics Customer Service and fulfilment to marketing and gifting - wherever you can add value.
Customer Care
Respond to enquiries across email, live chat, and social DMs with warmth, speed, and the Mister Zimi tone of voice. Manage order updates, returns, and exchanges across AU and US markets. Handle VIP customers personally, they deserve more than a template. Be a calm presence in every escalation. Turning a frustrating moment into a five-star experience is one of the most valuable things you'll do.
US Market & 3PL
Liaise with our US 3PL partner to track orders and resolve fulfilment issues before the customer needs to ask. Hold agreed early morning shifts for real-time US East Coast coverage. Monitor dispatch, delivery, and returns workflows across both markets.
Systems & Reporting
Contribute to our Customer Service systems environment; macros, tags, and workflow, and work confidently across returns, eCom, inventory management and 3PL portals. Support monthly Customer Service reporting and bring frontline patterns, fit issues, fulfilment delays, and confusing descriptions to the teams who can act on them.
Who You Are
With 3+ years' experience in customer service, ideally within fashion, lifestyle or DTC eCommerce, you put the customer first. You instinctively put the customer first, bringing warmth, ownership and care to every interaction.
You're a natural collaborator who leads by example and is committed to delivering a colourful customer experience at every touchpoint. Flexible with hours, you see early mornings for global coverage as part of supporting our global community. Highly organised and proudly systems-minded, you quickly master tools like Gorgias, Shopify, Loop and Indigo8.
Above all, you genuinely care about the customer, your team and doing things properly, because at Mister Zimi, the experience should feel just as good as the product.
In Short
You're part of the team that keeps the Everyday Holiday feeling alive long after the order is placed. Working alongside your Melbourne colleagues, you make sure every customer - whether they're in Byron, Brooklyn, or somewhere in between - feels looked after, heard, and genuinely glad they chose Zimi. You keep the trust intact.
Sound like you? We'd love to hear from you! To apply, please emailrecruitmentat recruitment@misterzimi.com with yourResume andCover Letter.APPLY NOW
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