Customer Care Representative

Design Your Future at PVH

Customer Care Representative

WHY PVH?

• Generous discounts on all brands - Calvin Klein, Tommy Hilfiger & Van Heusen

• Paid Parental Leave Scheme as per Company Policy

• Summertime hours schedule

• Corporate discount with Medibank

• Employee activities calendar

• Annual Flu Shot Clinic

• Free membership to Headspace meditation app

• Access to Employee Assistance program

• Referral bonus

• Strong focus on Corporate Responsibility

• Inclusive, diverse, and equal opportunity employer

About the Role

We are looking for x2 Customer Care Representatives to provide best-in-class experience for all customers, 3rd Party Marketplace / Partner operations teams across our PVH ANZ brands – Calvin Klein, Tommy Hilfiger and Van Heusen.

As the first point of contact, you will support order management, resolution and customer inquiries via voice interactions, live messaging, and email.

Based at our Head Office in the heart of the CBD, located at 388 George Street, this is a full-time, hybrid role, working from home and in the office weekly.

Duties & Responsibilities

• Efficiently respond to customer inquiries via phone, live messaging, and email channels with a focus on real-time, first-touch resolution.

• Process and manage customer orders and returns using E-commerce platforms, ensuring all are processed within target times.

• Investigate and resolve errors and order related issues within SAP and Magento.

• Handle inquiries related to product availability, order status, and troubleshooting in a professional and timely manner.

• Log and manage customer interactions within Zendesk, ensuring data is accurate and up-to-date.

• Collaborate with team members to resolve complex customer issues and provide feedback for continuous improvement.

• Handling of customer complaints in a calm, courteous, compassionate and professional manner.

• Liaise with warehouse team regarding order cancellations, address changes, delivery times, tracking and any other special instructions.

• Building effective relationships with E-Commerce website team, merchandising, freight, customers, warehouse team and IT Support.

About You

• Demonstrated experience in a customer service role, preferably within an E-Commerce or retail environment. Fashion E-Commerce / retail highly desirable

• Prior experience with online platforms, including Magento or similar E-Commerce systems.

• Prior experience with enterprise ERP & OMS systems such as SAP and Manhattan Active Omni (MAO)

• Experience with marketplace order management solutions such as Seller Centre.

• Knowledge of Zendesk or other customer service software.

• Proficiency with Microsoft 365, particularly Excel, for tracking and reporting purposes.

• Excellent communication skills, both written and verbal.

• Ability to prioritise tasks effectively and thrive in a fast-paced, real-time environment.

• Strong attention to detail and problem-solving skills with a focus on providing effective solutions to customer inquiries and issues.

• Organised, detail-oriented collaborative team player.

About the Company

PVH is one of the world's largest and most admired fashion companies, connecting with consumers in over 40 countries. Our global iconic brands include Calvin Klein, TOMMY HILFIGER and our Heritage Brands. Our 140-year history is built on the strength of our brands, our team and our commitment to drive fashion forward for good. That's the Power of Us. That's the Power of PVH.

PVH is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications ensuring a strong corporate commitment to inclusion and diversity.

We thank all applicants in advance as only successful applicants will be contacted for an interview.

DIVERSITY & EQUAL OPPORTUNITY We are committed to recruiting, training and providing career advancement to all associates regardless of gender, race, religion, age, disability, sexual orientation, nationality, or social or ethnic origin. Diversity in the workplace is encouraged. Bigotry, racism and any form of harassment or discrimination is not tolerated.