Customer Care Representative

4 weeks ago

Alexandria, Australia Marcs DL Support Office Full time

**David Lawrence** has been designing for Australia's Professional Women for over 40 years. Never compromising on fabrication and fit and beloved by women who rely on consistency and timeless style.

**Marcs** is synonymous for sophisticated cool. Known for our unique detailing and distinct features and will take you from work to weekend in distinct style.

**sass & bide** is a highly creative Australian designer label dedicated to the strong, the obscure & the beautiful, leading the culture of fashion for bold and individualistic women.

We are currently looking to recruit an experienced **Customer Care Representative for a 12 Month Maternity Leave Cover**. This role is part of our Group Ecommerce and Digital function.

**Key responsibilities include**:

- Managing the day to day queries from customers and taking action;
- Resolving all customer queries and complaints in a prompt and efficient manner;
- Communicate and liaise with relevant stakeholders;
- Assisting with stock management;
- Managing and processing all online returns & exchanges, online credit notes and discounts;
- Provide information about products and promotions, providing product advice and recommendations;
- Seek regular feedback on how processes and systems can be improved develop pro-active solutions to problems;
- Manage, escalate and assist in resolving refunds and payments with accounting and eCommerce Manager;
- Management of fraud protection system;
- Develop and drive a culture of customer care continuous improvement;
- Provide weekly reporting on trends, return rate, customer issues and recommendations for improving services;
- Support to the eCommerce team when required; and

**We are seeking the following attributes**:

- Love retail, love customer satisfaction and customer focus;
- Minimum of 1 years’ experience in a Customer Care role;
- Proficient with the Microsoft Office suite, including intermediate to advances Excel;
- Knowledge of online systems would be advantageous;
- Experience of Magento and AP21 systems preferable;
- Excellent verbal and written communication skills;
- Reliable and punctual;
- Enjoy being hands on, reactive and tactical in solving problems;
- Be energetic and have a can-do attitude;
- Ability to multi-task and work towards deadlines;
- Have high attention to detail, proactive and strong use of initiative;
- Have sound ability to plan, organise and prioritise your work;
- Ability to work under mínimal supervision;
- Take ownership and accountability of your work and results; and
- Love our brand and be proud to be our key brand ambassador

**What we offer**:

- Opportunity to work with highly creative Australian brands;
- Generous employee discount;
- Career progression opportunities based on performance; and
- Fun working environment

Finding the right cultural fit is important to us; we have an amazing collection of creative, clever and inspiring people who work hard and have fun together. We would love to hear from those who love what they do, dream big, are curious, adaptable, follow their instinct and embrace opportunities to learn every day.

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