E-commerce Customer Service Coordinator

Full-time, Rosebery

Who are we 

Hansen & Gretel is an Australian fashion brand with a philosophy that centres around high-end design and construction with a commitment to sustainable manufacturing. We are not mass produced and we are acutely aware of the impact our industry has on our planet and it’s people. We are passionately committed to driving change and believe in conscious creation.

Hansen’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 Hansen culture is unique, and we seek friendly hardworking individuals who are passionate about building a long-term career with us.

From our product to our suppliers and our team, Hansen prides itself of integrity. We are an equal opportunity employer, seeking diverse and talented team members. if you would like to join us, please review the current opportunities available below. 

Our Headquarters is located in Sydney, Rosebery.

About The Role

Hansen & Gretel is a leading fashion e-commerce company based in Sydney, Australia. We are looking for an experienced and customer-focused E-commerce Customer Service Coordinator to join our team. In this role, you will be responsible for managing customer queries, ensuring a high level of customer satisfaction, and supporting the overall e-commerce operations.


  • Respond promptly and professionally to customer inquiries via email, phone and chat channels using customer service tools such as Gorgias
  • Manage customer complaints and issues, and work with the team to resolve them in a timely and satisfactory manner
  • Process orders, refunds, and returns, and ensure that customer data is up to date and accurate
  • Monitor e-commerce platforms, including the website, social media, and marketplaces, and ensure that all customer interactions are properly recorded and tracked. 
  • Collaborate with internal teams, including marketing, logistics, and product, to provide excellent customer service and support business objectives
  • Assist with inventory management, product launches, and promotions, as required
  • Provide regular reports and insights on customer service performance to the management team
  • Continuously review and improve customer service processes and procedures, and implement best practices to enhance the customer experience. 


  • 2+ years of experience in customer service, preferably in an e-commerce environment
  • Excellent communication skills, both written and verbal, with a strong customer service orientation
  • Ability to multitask, prioritise, and manage time effectively in a fast-paced environment
  • Detail-oriented and organised, with strong problem-solving skills
  • Proficiency in Microsoft Office and customer service software tools
  • Knowledge of e-commerce platforms and marketplaces, such as Shopify and Retail Express is a plus
  • Experience in fashion or retail industry is desirable but not essential

Available to start ASAP


  • Career progression opportunities
  • A collaborative, creative and inspiring working environment
  • Staff discounts

If you're passionate about customer service and want to be part of a dynamic and growing e-commerce company, please apply with your resume and cover letter. to chelsea@hansenandgretel.com