Senior Customer Experience Partner (12 month contract)

Who We Are
SABO is an Australian brand, proudly owned and led by women. Known for its feminine, summery vacation styles and unique prints, SABO has established itself globally with a strong social media presence. We design coveted women’s clothing and accessories that inspire confidence. As our brand grows, we’re seeking a skilled and motivated +Customer Experience Partner to connect with our customers, supporting then with their purchases, and ensuring an exceptional experience for our global community.

Job Summary
The Senior Customer Experience Partner thoughtfully supports customers by addressing their inquiries through various platforms such as online chat, phone calls, emails, social media and AI-powered support channels. With a keen eye for detail, they provide personalised assistance on sizing, garment selection, fabric details, fit recommendations, and garment care tips. Their goal is to create a delightful customer experience by offering thoughtful guidance and swiftly resolving any issues. This role demands excellent communication skills and a keen interest for fashion, ensuring that every customer feels valued and cared for. From the moment our customers discover SABO through every step of their journey, we ensure they feel thoughtfully supported and cared for.

This role will support the integration, optimisation, and ongoing use of AI tools within Customer Care, helping improve efficiency, streamline processes, and enhance the overall customer experience while maintaining a human-first approach. From the moment customers discover SABO through every stage of their journey, they ensure customers feel valued, supported, and cared for.

Key Responsibilities

• Respond to customer inquiries via email.

• Provide accurate product and order information.

• Resolve customer complaints and escalate complex issues when necessary.

• Create and assist AI integration into business operations, with the support of our internal IT experts.

Order Management

• Assist customers with order placement and modifications.

• Track and update customers on order statuses.

• Process refunds where necessary and assist customers with the return process according to policy.

• Print and prepare daily order packing slips for the warehouse team for dispatch.

Problem Resolution

• Investigate and resolve delivery and product-related issues.

• Liaise with warehouse team to ensure timely resolutions.

• Resolve customer chargebacks and disputes by providing necessary evidence.

Product Knowledge

• Stay updated on product details, sizing, materials, and fit.

• Assist in updating information on product pages based on common inquiries.

• Gather and report customer feedback to relevant teams.

Administrative Tasks

• Maintain accurate customer records and case logs.

• Monitor and improve response times and service quality.

 Job Requirements

• Previous experience in customer service, eCommerce, retail support, or team leadership is essential, along with interest in the development of AI into the Customer Experience Team.

• Strong written and verbal communication skills with excellent attention to detail.

• Demonstrated leadership, mentorship, and team management experience.

• Highly organised with the ability to prioritise and manage multiple tasks under pressure.

• Ability to collaborate and liaise with other departments within the business.

Key Attributes

• Empathy & Customer Focus: Leads by example, fostering a customer-first mindset across the team.

• Communication: Confident, clear, and professional in all internal and external interactions.

• Initiative & Accountability: Takes ownership of team performance and operational outcomes.

• Adaptability: Comfortable in a fast-paced, evolving environment and able to shift focus as priorities change.

• Cross-Functional Collaboration: Builds strong relationships across departments to ensure customer satisfaction.

• Receptive to Feedback: Open to feedback and committed to personal and team growth.

• Brand Integrity: Represents SABO’s values consistently in all communications and interactions.

Availability

• You have a right to work 38 hours per week in Australia with no sponsorship requirements.

• We are seeking someone who’s open to flexible shifts and additional paid hours, especially during seasonal peaks.

• You are available between 7:30am - 3:30pm Monday to Friday.

• You are comfortable to perform work outside of the Customer Experience Team such as processing returns, folding and steaming, dispatch and general warehouse activities.

• You must be available to work on-site at our Salisbury location for your entire working week.

Fitness for Work Requirement

• Comply with Health and Safety to maintain a safe working environment.

• Able and willing to wear PPE.

• Ability to lift, carry, and move objects of varying weights, often up to 25 kg, and perform tasks that require bending, stretching, and standing for long periods.

• Ability to sit at at desk and use a computer, mouse, keyboard and phone for extended periods of time without discomfort or exacerbating other pre-existing injuries or health issues.

• Ability to sweep, mop, bend, twist, use a vacuum cleaner and general warehouse cleaning and maintenance equipment without injury to yourself or others in the workplace.

• Ability to concentrate, follow instructions, and make quick decisions to ensure safety and efficiency in the workplace.

• Free from any medical conditions that could impair their ability to work safely.

• Ability to manage fatigue and maintain alertness, especially for those working in shifts or extended hours.

Why Join Us?

At SABO we’re more than just a brand — we’re a team that values care, connection, and doing things properly. Whether it’s preparing an order with precision or helping a colleague unpack a delivery, every action helps shape a premium customer experience and a positive workplace culture.

Application Process

• We do not require a cover letter.

• Please note applications for this role may be considered as they are received, and an appointment to the role may be made prior to the advertised close date.

• SABO is not accepting applications from agency recruitment for this role, at this time.