Customer Experience Coordinator

Full-time  ·  Newcastle, NSW  ·  On-site  ·  Immediate Start

ABOUT OLGA JOAN

We’re a small, product-led womenswear label based in Newcastle, growing quickly as we build out proper roles for the first time. We design refined, feminine pieces in small runs, with a focus on fabric, fit, and longevity. Everyone who joins has real room to grow with us.

ROLE OVERVIEW

The Customer Experience & Fulfilment Coordinator owns how Olga Joan looks after its customers and its stock, from enquiries through to delivery and returns. It's an autonomous, hands-on role, with real room to grow as we do.

KEY RESPONSIBILITIES 

Own all customer service channels, email and other platforms, as the primary point of contact for enquiries

Handle returns, exchanges, store credits, and refunds in line with company policy

Use sound judgement to resolve issues within policy, escalating where appropriate

Maintain a high-quality, brand-aligned tone across all customer communication

Build and maintain SOPs and FAQs for customer care

Monitor customer and order trends, and feed insights back into the business

Maintain accurate customer and order records in Shopify

Report on customer, order, and returns metrics as required

Assist with pick & pack during busy periods or when the fulfilment team needs extra hands

WHAT WE'RE LOOKING FOR

Proven customer service experience, ideally in ecommerce or retail

Excellent written communication and a calm, brand-aligned tone

Highly organised with strong attention to detail

Comfortable working independently and using sound judgement within policy

Confident using systems and learning new tools

We’re committed to building a diverse and inclusive team. We want to hear from people from all backgrounds, experiences and perspectives. If you require additional support throughout the hiring process, please let us know.

HOW TO APPLY

Send your CV to admin@olgajoan.co

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