Customer Service Agent

3 weeks ago

Manila, National Capital Region, Philippines enablesGROUP Full time

The client stands as a prominent figure in the Australian-Asian retail sector, particularly within consumer

brands. Employing a distinctive operating model, they harness collective expertise, a knowledge base, and

shared services to propel their businesses, curating a premier portfolio featuring globally recognised brands.

Collaborating with compelling brands, management teams, and founders, the client strives to facilitate

sustainable growth and achieve positive outcomes. Notable brands under their umbrella include General

Pants Co, LEGO, National Geographic, Ginger Smart, Surf Stitch, Insight, and Pumpkin Patch.

____________________________________________________________________________________

JOB DETAIL

As a Customer Service Agent, you provide outstanding customer service support and information in

response to enquiries about The client's companies products and services and to take full ownership of

resolving customer complaints and enquiries to completion.

Every day you bring your best self to the game, embracing the company Values in all you do. Your success is

underpinned by your sense of teamwork, passion, and commitment to exceptional customer experience.

CUSTOMER EXPERIENCE


• Handle All customer complaints in a timely manner with a positive outcome


• Escalate customer complaints correctly in a timely manner


• Ensure all enquiries relating to product are resolved in a timely manner


• Remain calm, cool, and collected even at the most challenging times. Appropriate and professional tone

and language is always used


• Complete all required chats, phone calls and emails


• In charge of following up with any feedback (both positive and negative) with stores, keep the RM and HR

in the loop.


• Ensure grammar, spelling, and GP tone is represented in all written correspondence


• Take ownership of difficult or urgent customer situations to ensure the best outcome


• All general enquiries responded to or acted on in a timely manner


• Handle Complaints that require escalation are sent to Customer Service Team Leader within set timeframe


• Assist with Fraud Verification + managing chargebacks in the absence of manager (Cybersource Rule maintenance) + Customer list maintenance FULFILLMENT & ADMINISTRATION


• Follow up on all orders that have not been dispatched same day


• Work with stores closely to ensure orders are dispatched on time


• Assist in online and store fulfilment


• Liaise with third parties such as Australia Post and Couriers to resolve issues with deliveries


• Manage click and collect orders
• Ensure returns and exchanges are processed in in 24 hours
• Process payments and manage payment gateways


• Identify potential fraudulent purchases and escalate to your Team Leader


• Liaise with external third parties such as Afterpay, Zippay, Humm, Laybuy & Paypal to resolve website errors & gateway issues.


• Liaise with Shipped from supplier brands for issues and tracking information (Warranty management) Liaise with vendors to provide outcomes for customers warranty, providing a follow up service from start to finish for any faulty/repaired or refunded items. Such as obtaining credits or replacement tracking.

MARKETPLACE MANAGEMENT & RETURNS


• Help fulfil customer orders via multiple channels & systems to ensure orders are complete


• Resolve marketplace customer care issues in a timely manner


• Maintain strong relationships with marketplace stakeholders


• Assist with the processing of returned customer items and liaise with customers on the progress of their order.


• Liaise with Fulfilment Centre staff to finalise customer returns and orders.

TEAM, COLLABORATION AND COMMUNICATION


• Collaborate with purpose and a genuine openness to achieving wining outcomes as one team


• Be generous with sharing your ideas and knowledge with others, to lift outcomes and contribute to team learning
• Foster strong relationships in the team – allowing everyone to be themselves, not just the role they fill


• Prioritise team members well-being and mental health – ensuring they are healthy, taking time to recharge and it's safe to talk about how they are feeling


• Show care in the way you communicate, always being mindful of what you want people to think, feel, do.

ABOUT YOU


• Driven to constantly improve - ourselves and how things are done


• Eagerness to build personal and professional brand


• Proud to go the extra mile and step up when needed


• Self-starter – driven to make a mark, leave the role bigger then when you started it


• Actively seek and take on feedback to get better


• Self-aware to know strengths and gaps and humble enough to own them


• Open to mentoring, coaching and hungry to learn from others


• Resilient and able to identify when it's time to recharge


• Demonstrates empathy, kindness and honesty - not only when it's easy


• Highly personable with the ability to quickly build rapport, influence and read people


• Mature minded with the tendency to be objective and look at both sides


• Excited to play a part in others learning and generous in sharing knowledge


• Entrepreneurial in spirit to see the opportunities even when they aren't obvious


• Courageous and curious enough to challenge the status quos and ask why

QUALIFICATIONS


• Proven experience in a customer service role.


• Familiarity with Customer Relationship Management Software (e.g., Klaviyo, Zendesk)


• Excellent analytical, problem solving and organisational skills
• Clear and concise communication skills


• Proficiency in Microsoft Office Suite (Word, Outlook, Excel)


• Ability to multi-task and prioritise effectively


• Experience in Retail environment, highly regarded

Work Location / Working shifts: Pasig City; NSW Business hours; NSW Legal Holidays Off ; 3x/week Hybrid

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