Ecommerce Customer Care
This is a new and exciting position that has come about as a result of significant growth in our Ecommerce channel. This position will be integral to the business as it's responsible for communicating directly with our customers in a clear, branded tone of voice. We have a wide range of brands that require different communication styles and have different service requirements, so it will be important that this position is confident liaising with customers with varying requests.
Core Responsibilities:
- Engage with customers across our different communication platforms in a timely, professional and on-brand manner
- Manage Live Chat for all brands with the purpose of providing a positive brand experience and driving revenue
- Contribute to process improvement by providing feedback and suggestions to enhance the customer experience
- Monitor and track feedback from customer purchase/engagement surveys to allow for improvements across multiple business units
- Frequently liaise with Marketing, E-commerce, Design and other teams to resolve customer enquiries
- Provide accurate and helpful information about our products from each of the different brands to customers across multiple digital platforms
- Identify and resolve customer concerns or issues while maintaining a positive and empathetic approach
- Maintain detailed records of customer interactions and transactions in our CRM system
- Assist the wider customer service team with phone call inquiries as needed
About You:
- Experience with Zendesk, Meta and Shopify would be preferred
- You are known for your exceptional customer service
- You pride yourself on being an outstanding communicator
- You consider yourself a motivated individual
- Strong organisation skills
- Strong attention to detail, critical-thinking and problem-solving
- Ability to troubleshoot and communicate efficiently
Employee Benefits
- Incredible company product discounts across all brands
- A healthy light breakfast provided
- Easy and free on-site parking
- Convenient South-West Sydney location
- Work in a positive team environment
We encourage our employees to bring their true selves to work and support everyone to reach their full potential. We encourage an open and inclusive culture and celebrate the diversity of our employees who contribute to the success of our organisation. Therefore, we warmly welcome all people to apply to work with us.
Listed Contact: Susan Roach