Customer Care Coordinator

About Lorna Jane

Lorna Jane is a brand with over 37 years of empowering women through active living. More than just activewear, it represents a movement grounded in purpose, community, and the belief that every woman deserves to feel at her best. The company values conscious actions, an active spirit, and is committed to making a positive impact on women one at a time.

Role Overview

As a Customer Care Coordinator based at the Brisbane HQ, you will be the vital connection between the brand and its customers. Your key responsibility is to manage inbound queries professionally and empathetically, resolve complex matters efficiently, and ensure every customer interaction enhances their perception of the brand. You will collaborate closely with Retail, Headquarters, and Executive Leadership teams, influencing the overall customer experience.

Responsibilities

• Manage all inbound communications from customers and retail promptly and with professionalism, focusing on solutions.
• Provide an attentive, high-quality service experience for every customer engagement.
• Conduct comprehensive enquiries to identify and deliver outcomes beneficial to both customers and the business.
• Maintain up-to-date knowledge of products, brand policies, consumer legislation, and internal procedures.
• Handle escalated situations calmly and confidently, reducing the need for leadership intervention.
• Meet response and issue resolution targets without compromising the quality of service.
• Ensure that all communications consistently embody and protect the brand's values.

Candidate Profile

• Excellent verbal and written communication delivered with warmth, clarity, and professionalism.
• A problem-solving mindset with a thoughtful approach to challenges.
• Ability to remain composed under pressure and skillful in transforming difficult conversations.
• A commitment to high personal standards and accountability for outcomes.
• Prior experience in customer-facing roles, preferably in retail or e-commerce sectors.
• A desire to learn continuously and improve personal and professional skills.
• Strong integrity, acting ethically even when not observed.

Why Join Lorna Jane?

• Opportunity to directly influence customer perceptions and brand loyalty.
• Clear professional growth paths with hands-on access to company leadership.
• Join a team founded on shared values and mutual support.
• Work with a respected Australian brand driven by a meaningful purpose for over three decades.
• Enjoy benefits including free parking, employee discounts, flexible hybrid work options, wellness programs, and a complimentary Lorna Jane outfit upon joining.