Online Customer Service & Dispatch Coordinator - Rosebery

Our Brand

Hansen & Gretel’s design ethos encompasses a certain ‘femininity with bite’. Sharp, uncomplicated, and cut to compliment the female form, but often underscored with a boyish accent. 

The name Hansen & Gretel was chosen to represent this synthesis of masculine feminine, that yin & yang where Hansen is a nod to the Directors father’s name, and an ode to the brand’s mannish trace. ‘Gretel’ really constitutes for the idea of womanhood, the girl, the sister, and our journey as female’s which is always a prevalent theme in each collection. 


The Role

Hansen & Gretel are seeking dynamic customer-focused individual to join our team as an Online Customer Service Coordinator. The successful candidate’s will operate from our Head Office in Rosebery.



Customer Engagement:

  • Respond promptly to customer inquiries via email and live chat.
  • Provide personalised assistance to customers, ensuring a positive and memorable shopping experience.

Order Management:

  • Process online orders, track shipments, and handle returns or exchanges efficiently.
  • Collaborate with the fulfilment team to ensure accurate and timely order processing.
  • Pick and Pack orders when needed.

Product Knowledge:

  • Stay informed about our latest fashion collections, trends, and promotions to assist customers effectively.
  • Provide product recommendations and styling advice to enhance the customer's shopping experience.

Issue Resolution:

  • Address and resolve customer concerns, complaints, or issues with professionalism and a solutions-oriented approach.
  • Escalate complex issues to the appropriate department for swift resolution.


  • Work closely with other departments to relay customer feedback, helping to improve products and services.
  • Maintain clear and concise communication with customers to keep them informed about their orders and any relevant updates.

Pick & Pack Operations:

  • Oversee the pick and pack process to ensure accurate and efficient order fulfilment.
  • Maintain organised and efficient storage.
  • Implement best practices for inventory picking and packing procedures.

Inventory Management:

  • Assist in maintaining accurate inventory records.
  • Conduct periodic stock checks and communicate with the purchasing team regarding inventory levels
  • Ensure returned items are inspected and restocked in their correct locations.

Returns Processing:
  • Manage the returns process, ensuring returns are processed promptly and accurately.
  • Collaborate with the customer service and warehouse teams to address customer return inquiries.
  • Implement and maintain efficient returns procedures.


  • Previous experience in customer service, preferably in the fashion industry.
  • Excellent written and verbal communication skills.
  • Strong problem-solving abilities and a proactive approach to customer satisfaction.
  • Familiarity with e-commerce platforms and order management systems.
  • Passion for fashion and a keen eye for style trends.
  • Ability to multitask and thrive in a fast-paced environment.
  • Tech-savvy with a good understanding of social media platforms.


To Apply

If you're ready to embark on a rewarding career with a dynamic fashion brand, we'd love to hear from you! To apply, please submit your resume and a cover letter highlighting your relevant experience and why you would be a great fit for this role to