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Customer Experience Assistant

MJ BALE - Sydney, NSW

Any Industry
Source: uWorkin


Join M.J. Bale and we'll leave you better than we found you. We Build Character.

M.J. Bale is Australia's foremost Gentlemen's clothier, manufacturing garments of integrity for men of character. We have been built on the pillars of authenticity, integrity, provenance and character. These pillars are embedded into everything we do, from our people in our Retail and Support Teams, to the products we create that our customers love.

We are a vertical retailer with over 55 stores Australia-wide and a Support Office based in Alexandria, NSW. Our team here provides both hands-on support to the Retail function, as well as strategic direction to the overall business.

As part of this support team sits the Customer Experience function, who are tasked with taking the M.J. Bale customer experience to the next level. We are seeking a Full Time Customer Experience Assistant to help build and establish our approach to Customer Experience by working on the following key deliverables:


  • Provide a high level of experience to every customer that engages with the Customer Experience team
  • Fully service and resolve any customer issues that come through to you in line with company SLAs and KPIs
  • Use the relevant communication channels to engage with all customer queries including but not limited to Zendesk, telephone, email, store and required social
  • Use the relevant internal systems (Shopify, Omneo, AP21) to fully service and resolve any queries including to but not limited order issues, M.J. Bale loyalty program, transaction history, returns
  • Work with Customer Experience Lead and warehouse team to support end to end fulfillment of orders across all channels (SFS, C&C, Myer Online, M.J. Bale Online, FTD)
  • Coordinate and escalate customer complaints, compliments & faulty items
  • Coordinate stock transfers between online returns HQ stock and retail teams
  • Actively engage with customers to drive sales through Ecommerce and Retail Channels
  • Troubleshoot purchase issues with Online Customers to ensure sales conversion
  • Build and actively manage portfolio of personal clients
  • Act as retail point of contact for customer experience related queries
  • Respond to inquiries around styling, wedding and custom and liaise with key retail team members to book relevant appointments
  • Responding to queries from retail including but not limited to C&C, SFS, FTD, faulty items or sourcing stock
  • Work through customer complaints in collaboration with Customer Experience Lead
  • Escalate live feedback where appropriate on customer experience to relevant management team/s
We are looking for candidates with the following attributes:
  • Customer centric with a consistent commitment to provide high quality customer experiences, going above and beyond
  • Exceptional communication and interpersonal skills
  • Highly adept in written communication
  • Highly action orientated and motivated, displaying a strong sense of urgency
  • Ability to work in a fast-paced environment with a proactive and energetic approach
  • Able to solve problems by thinking analytically and creatively
  • Familiar with the latest e-commerce trends
  • MS Office Skills- Outlook, Excel, PowerPoint and Word
Based in Alexandria but offering flexible working arrangements, this role offers an attractive salary and generous team benefits. You’ll also get to be part of a continually growing Australian business and a vibrant team culture, plus access to ongoing training and development opportunities. If of interest, please apply ASAP with your resume and a cover letter detailing why it is you want to join the M.J. Bale flock.