Customer Experience Representative ( Ecommerce ) | AU Morning shift with benefits | HMO + 13th month pay

Apply here: https://outdesk.zohorecruit.com.au/jobs/Career-Opportunities/871000005339027/Customer-Experience-Representative?source=CareerSite

We are actively seeking a Customer Experience Representative to join our vibrant team at the forefront of customer interaction and support. This role, based in our dynamic Customer Experience department and reporting directly to the Customer Experience Manager, offers more than just the typical contact center experience. It requires an individual who is passionate about delivering exceptional service and maintaining our high standards of customer engagement. The successful candidate will handle a wide range of responsibilities from processing customer inquiries and managing orders to contributing to our e-commerce and marketing efforts. This position offers excellent opportunities for career advancement in a supportive and collaborative environment.

Responsibilities:

Customer Interaction: Address customer inquiries and issues positively, providing comprehensive information and resolving concerns related to products, orders, and deliveries.

Order and Delivery Management: Assist with the processing of returns and refunds, manage order tracking, and update customers on delivery statuses.

System Monitoring and Support: Aid the e-commerce team by monitoring and reporting on website functionality and handling escalations from both online and in-store customer interactions.

Communication and Collaboration: Maintain consistent communication with third-party logistics and other partners to ensure service level agreements are met. Relay important customer feedback to the Customer Experience Manager and related departments.

Documentation and Reporting: Efficiently manage customer service tickets in Zendesk, ensuring adherence to set service level agreements and KPIs. Assist in developing response templates and contribute to weekly customer service reports.

Requirements:

Solid Customer Service Background: Must have previous experience in a customer service or customer experience role, ideally within a retail environment.

Technical Skills: Proficient in using CRM systems such as Zendesk and e-commerce platforms like Shopify.

Strong Communication Skills: Must possess outstanding written and verbal communication skills.

Attention to Detail: Ability to manage multiple tasks and complex information with a keen eye for detail.

Analytical and Problem-Solving Abilities: Excellent problem-solving skills with a solutions-focused approach.

Desirable:

Knowledge of fraud management software and an understanding of chargeback processes.

Experience in managing social media interactions and customer engagements online.

Software Proficiency:

Zendesk: For managing customer interactions and service tickets.

Shopify: For handling e-commerce transactions and customer data management.

Education:

A Bachelor’s degree in Business Administration, Communication, Marketing, or a closely related field is required.