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 ERP, OMS software, Fluent, phone systems, email platforms, and external applications such as courier tracking..
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.