Customer Service Representative

Step into the world of Forever New, where fashion meets innovation. As one of Australia’s leading global fashion brands, we’ve grown from our Melbourne roots to over 450 stores worldwide with a thriving online presence.

Our success is driven by our people - creative, customer-obsessed, and passionate about delivering beautiful experiences at every touchpoint. As we continue to evolve our retail and digital ecosystem, we’re looking for a Customer Service Representative to help bring our brand promise to life for customers around the world.

In this role, you’ll be at the heart of the Forever New customer experience - supporting customers across phone, email, web, and social media channels while acting as a true brand ambassador. Every interaction is an opportunity to build trust, solve problems, and leave customers feeling confident and inspired by Forever New.

You’ll work closely with retail stores, marketing, digital, and eCommerce teams to deliver seamless and meaningful customer experiences.

• Deliver exceptional customer service via phone, email, web, and social media (including Facebook, Instagram, and app reviews)
• Focus on First Contact Resolution, going the extra mile to solve customer queries efficiently
• Engage with customers across social platforms, adapting tone to reflect the Forever New brand
• Accurately record and manage customer interactions using CRM systems
• Support and resolve enquiries from retail store teams
• Build strong working knowledge of customer service systems and eCommerce processes
• Complete administrative tasks including email and inbox management
• Participate in training and contribute to the continuous improvement of the customer service function
• Represent Forever New with pride as a Brand Ambassador across all interactions

• Excellent verbal and written communication skills
• Ability to communicate in the tone and voice of a premium fashion brand
• Experience in customer service, ideally within retail, fashion, or eCommerce
• Experience in social media customer support or strong understanding of social platforms
• Strong organisational skills with the ability to prioritise and meet deadlines
• Confidence working autonomously and collaboratively in a fast-paced environment
• High level of empathy and maturity when handling sensitive customer situations
• Strong computer literacy, including Microsoft Word, Excel, and Outlook, with the ability to learn new systems quickly

• Passion for customer service, fashion, and the Forever New brand
• A strong work ethic with high attention to detail
• Resourceful, resilient, and solutions-focused
• Professional, honest, and respectful in all interactions
• Confident using initiative and creative thinking to solve problems
• Positive, “can-do” attitude with a desire to grow and develop within Forever New
• Big-picture mindset with the ability to contribute to broader business objectives

Everything we do at Forever New is guided by our values:

Think Customer
Respect for All
Keep it Simple
Take Responsibility
Act with Pace

Join Forever New and play a vital role in delivering unforgettable customer experiences -because every interaction matters, and every moment should feel like her moment.

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