We currently have a fantastic opportunity to join the H&M Team as Customer Service Responsible. This is a full time role based in Sydney, Australia.

What makes H&M so special?

As one of the world’s largest fashion retailers, H&M offers endless career opportunities. A fast-paced, buzzing environment with great diversity – a place where the customer is always the centre of attention.

But what truly makes us stand out are our remarkable employees. From stylish Sales Advisors and Visual Merchandisers to computer whizzes and business aware planners – all of our team members share a great ambition and an anything-is-possible attitude. Not to mention an excellent eye for fashion. It is thanks to them that we have grown – with over 4900 stores in 75 markets worldwide.

H&M Australia has its support office in Sydney, covering 36 H&M stores as well as 9 stores in NZ (New Zealand). A year ago, we launched online www.hm.com/au along with our fantastic loyalty program. We are on an exciting journey and would be happy to welcome the right candidate to our team!

We take pride in our history of making fashion accessible, and strive to build a more welcoming, inclusive, and sustainable industry. But we also know that you can't change the world without great people and great teams.

At H&M, we welcome you to be yourself and challenge you to grow and make a difference.
Help us reimagine the future of an entire industry, making everyone look, feel and do good.

Be yourself & more at H&M!

As Customer Service Responsible, you will lead and manage the Customer Service function, providing a great customer experience for all our retail customers. You will ensure that there is an excellent level of service delivered internally and externally by supporting and coaching colleagues and team members through inspiring and impactful communication. 

You will be solution orientated and proactively recognise the differing needs of both customers and colleagues and adapt your communication to ensure a positive experience for all. 

Some of the key responsibilities of this role are;

• Proactively provides solutions for customers, and advice and coaching to colleagues.
• Effectively coordinates with key stakeholders to find the best long and short-term solution.
• Understanding of Zendesk to deliver a good quality customer experience.
• Gives feedback on existing processes and supports in the creation of training material to appropriate functions.
• Inspires colleagues with relevant commercial information to support in delivering excellent customer service.
• Supports with relevant content for the store morning meetings on a weekly basis, including all relevant commercial and people related activities.
• Keeps up to date with function and business KPI’s.
• Maintains a competitive customer satisfaction and efficiency rating.

• Customer first mindset – you love solving problems for customers and going the extra mile.
• Able to remain calm under pressure or when faced with challenges.
• High attention to detail.
• Excellent verbal and written communication skills.
• Proactive in seeking out solutions, monitoring business risk and promoting company policies.
• Able to prioritise workload and work efficiently.
• Positive mindset and motivated to help and support colleagues and customers when faced with challenges.
• Keen collaborator and interest in the Commercial side of the business.

Team Benefits

• Centrally located modern office with ergonomic work stations for all team members.
• Encourages work life balance with flexible working arrangements.
• Generous staff discount at H&M and globally across other H&M Group brands
• Enjoy your birthday with an extra day of leave.
• Discounts to over 400 fitness studios across Australia
• Up to 26 weeks paid parental leave for eligible team members
• Opportunity for personal development and career growth