Customer Care Consultant

Reports To: Customer Care Manager

Division: Supply Chain

Deliver outstanding on brand' customer service across all brands, driving customer satisfaction.

Support retail and online channels with all queries and issue resolution.

*** Key Responsibilities:

1. Customer Support

• Assist all customers over phone, chat, and email in a timely manner, ensuring we are providing best practice and on brand customer care to our customers.

• Accurately lodge all customer details, phone sales, complaints, and queries in Zendesk.

• Assess goods for quality assurance and come to the best resolution for the customer and brand.

• Process return to sender orders.

• Work with our stockists and drop ship partners to resolve customer queries.

• Liaise with the warehouse, couriers, and internal departments to resolve customer queries, and proactively work together to identify potential issues before they occur.

• Respond to customer product reviews and feedback, and report to the relevant department.

• Assist the online and marketing teams with competitions by creating vouchers and contacting customers.

• Liaise with customers over all social media platforms.

• Resolve customer issues flagged by our fraud system.

• Provide accurate and succinct reporting when required.

• Accomplish all tasks to KPI standards.

• Escalate issues to the Team Leader and Customer Care Manager.

• Keep up to date with all new products, new seasons, and promotional activity.

2. Store Support

• Support our stores with a range of queries, escalations, and customer support.

• Follow-up on outstanding orders.

• Respond to store IT Service Desk requests.

3. Brand Ambassador

• Be a brand ambassador by representing our brand values and supporting the wider team; including retail, ecommerce, CRM, email marketing and logistics, to better service customers where relevant.

• Actively participate in one on one’s and coaching and training sessions.

• Support the Customer Care manager with ad hoc tasks.

The following experience will be beneficial:

• Excellent communication skills

• Good typing skills and knowledge of Microsoft suite

• Technology savvy and can work with multiply software.

• Team Player and keen to learn.

• Comfortable to be on calls to customers

KPI's: 90% satisfaction rate; Average First Response Time 3 hrs (email), 30 seconds (phones), 10 seconds (chat); Average Response Time 3 hrs; One-Touch tickets 80%; Call acceptance rate of 90%

COMPLIANCE – Abide by all Company Policy and Procedures.

WHS - Take reasonable care for your own and others health and safety; cooperate by ensuring a safe workplace and notify of any WHS concerns.