Customer Care Representative

2 days ago

Pasig, National Capital Region, Philippines Satellite Office Full time $40,000 - $60,000 per year

Primary Purpose of Role

The Customer Care Representative is responsible for:

  • Providing exceptional customer service for all inbound calls, emails, order management and general enquiries across both store and ecommerce channels

Key Skills Qualifications & Experience

Prerequisite Skills:

  • Well-developed interpersonal skills and ability to build relationships with stakeholders at all levels.
  • Strong communication skills via email, phone and in person.
  • High standards and attention to detail
  • Demonstrated time management and organisation skills.
  • Strong relationship and rapport building skills.

Education/Qualifications/Memberships:

  • Cert 1V in Call Centre / Customer Service preferred.

Preferred Experience:

  • Previous retail or similar industry work experience.
  • Customer service or call centre experience.
  • Footwear or fashion experience.

Key Result Areas and Key Responsibilities

A. Customer Service Operations

Tier 1

  • Respond promptly and professionally to customer enquiries across all channels, including phone, email, live chat, SMS, and social media.
  • Deliver accurate information regarding products, stock availability, order status, returns, and promotions.
  • Ensure a first-contact resolution mindset and take ownership of resolving customer queries efficiently.
  • Navigate and operate multiple systems effectively, including M3, Magento, Fluent, phone systems, email platforms, and external applications such as StarTrack.
  • Handle complaints with empathy, patience, and a solution-focused approach.
  • Apply problem-solving skills to resolve customer issues, escalating cases appropriately and in accordance with the defined escalation process
  • Liaise with internal departments and external stakeholders to fulfil customer needs and ensure a seamless service experience.
  • Provide feedback and insights from customers to support continuous improvement in service and product offerings.
  • Comply with company Privacy Policy handling personal data.

Tier 2

  • Process product replacements promptly and in accordance with company policy.
  • Monitor and respond to customer messages and comments on social channels, ensuring timely, brand- aligned communication.
  • Monitor and respond to product reviews across relevant platforms, providing assistance or clarification to customers when appropriate.

B. Administration

  • Process customer refunds accurately and in line with company policies and Australian Consumer Law (ACL).
  • Respond to incoming emails and forward or escalate enquiries to the appropriate team or department when necessary.
  • Support the development and ongoing maintenance of up-to-date customer service processes and documentation.
  • Maintain accurate customer records and detailed notes in internal systems following each interaction.

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