
Customer Care Representative
2 days ago
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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