
Customer Experience Executive
2 days ago
Job Description Summary
The Customer Care Agent will be responsible for assisting customers and administrative tasks for Customer Care customers and store members.
- Send appropriate emails/communication to the stores to resolve customer enquiries and assist in the delivery of orders to customers.
- Responding to email enquiries/Live Chat from customers shopping online for store products and resolving their enquiries.
- Handle enquiries via email from the Kmart Customer Care web feedback cases.
- Updating customers' accounts with appropriate notes and details after the call.
- Occasional outbound calls to the Australia customer service team and Kmart online stores to coordinate the delivery of the items to the customers.
- Process and respond to customer emails/Live Chat.
- Escalate the critical issues to the Management, where required.
- Ensuring the process is followed as per the QA guidelines.
MINIMUM REQUIREMENTS:
- With Excellent English Communication (Oral and Written)
- Good problem-solving and critical thinking skills with a focus on issue resolution and customer satisfaction
- Resourceful, able to multitask, and has high attention to details
- Flexible and has the ability to quickly adjust to frequent process and information changes
- Can work under pressure
PREFERRED REQUIREMENTS:
- Contact Centre experience preferred
- Graduate accreditation is highly desirable
- Knowledge of the Google platform is desirable
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