Careers - Customer Service Associate

Reporting to: Customer Service Lead
Location: Byron Bay

Role Overview

At Mister Zimi, every day feels like a holiday, and our customer experience should too. Reporting to the Customer Service Lead, you'll help keep the Everyday Holiday feeling going long after checkout by delivering warm, thoughtful service that makes every customer feel looked after, heard, and glad they chose Mister Zimi.

You'll support the day-to-day customer experience across email, live chat, and social DMs, handling everything from order updates and returns to sizing advice and product enquiries with care, efficiency, and the unmistakable Mister Zimi tone of voice.

This is a hands-on support role focused on keeping the inbox moving, customers happy, and small issues from becoming bigger problems. While the Customer Service Lead oversees strategy, systems, and reporting, your focus is delivering exceptional service to every customer, consistently and with genuine care.

We're flexible on hours, with the role available as casual, part-time, or full-time depending on the right person and their availability.

Core Responsibilities

• Respond to customer enquiries across email, live chat, and social DMs with warmth, efficiency, and the Mister Zimi tone of voice.
• Manage order updates, returns, exchanges, and general enquiries, following established processes and using sound judgement.
• Provide sizing, fit, and product advice to help customers shop with confidence.
• Deliver thoughtful solutions when issues arise, creating positive outcomes for customers.
• Escalate VIP customers and complex enquiries to the Customer Service Lead where appropriate.
• Maintain customer service macros, templates, and tags to ensure responses remain accurate and on brand.
• Process returns, exchanges, and credits accurately across Gorgias, Shopify, Loop, and related systems.
• Identify recurring customer feedback or operational issues and communicate these to the Customer Service Lead.
• Support the Customer Service Lead and Logistics & Fulfilment Coordinator with order and shipment enquiries.
• Assist in maintaining accurate FAQ and Help Centre content as collections, products, and policies evolve.
• Work collaboratively to manage inbox volumes and provide additional support during launches, promotional periods, and peak trading.
• Assist with gifting orders, including notes, packaging, and presentation to ensure a premium customer experience.
• Provide general support across customer experience initiatives and ad hoc projects as required.

Key Skills & Competencies

• Previous customer service experience, ideally within fashion, lifestyle, or direct-to-consumer eCommerce.
• Excellent written communication skills with a warm, natural, and customer-focused approach.
• Experience using customer service platforms such as Gorgias, Shopify, Loop, or the ability to learn new systems quickly.
• Strong organisational skills with excellent attention to detail.
• Ability to remain calm, professional, and solution-focused under pressure.
• Reliable, proactive, and comfortable following processes while using initiative when appropriate.
• Flexible availability, including providing additional support during busy trading periods when required.

Personal Qualities

• Genuinely enjoys helping people and creating positive customer experiences.
• Friendly, approachable, and empathetic communicator.
• Highly organised with the ability to prioritise competing tasks.
• Strong attention to detail and commitment to accuracy.
• Positive, adaptable, and collaborative team player.
• Takes ownership of responsibilities and follows through consistently.
• Thrives in a fast-paced environment while maintaining a high standard of service.
• A genuine love of the Mister Zimi brand and customer experience.

This role plays an important part in delivering the Everyday Holiday experience that defines Mister Zimi, ensuring every customer interaction reflects the warmth, quality, and care at the heart of our brand.

Sound like you? We'd love to hear from you! To apply, please email recruitment@misterzimi.com with your Resume and Cover Letter.