Customer Care Assistant

CUSTOMER CARE ASSISTANT | Casual Position

The Natalie Rolt team is located in Subiaco, Western Australia, in a creative workspace which connects our flagship Boutique, production and head office. At Natalie Rolt, we work collaboratively within a supportive environment, our team are integral to nurturing this culture and each person’s expertise and voice is valued.

The Customer Care Assistant supports the customer journey across every touchpoint, ensuring elevated service, boutique experience and brand values come together to create a seamless and consistent experience.

KEY RESPONSIBILITIES

• Support the Customer Care Manager to execute the strategic direction of the customer experience and elevating the customer journey.

• Create memorable experiences, ensuring brand values and tone are consistently embodied throughout interactions.

• Execute customer loyalty and retention strategies directed by the Customer Care Manager.

• Support release activations, service offerings and customer initiatives.

• Harness customer communication channels, inclusive of email, phone and social media, to support a seamless journey.

• Ensure all customer communication channels meet brand service turnaround times of one business day.

• Navigate customer escalations, ensuring timely resolution and thoughtful service recovery.
• Deliver elevated, solutions focused service.

• Liaise with internal departments to maintain a seamless end‑to‑end customer experience.

• Support all boutique operations and policies in accordance with company procedures.

• Assist in visual merchandising in alignment with brand strategy and activations.

• Ensure product quality and garment presentation standards are upheld.

REQUIREMENTS

• Strong communication and relationship-building skills in person and digitally.

• Proven ability to drive sales through an elevated customer journey and tailored strategies.

• Strong understanding of brand presentation and elevated service standards.

• Competent in Office 365 and customer service platforms.

Please email ***email_hidden*** to apply.