Customer Service Representative

3 weeks ago

Melbourne, Australia Country Road Group Full time

**Job no**: 996504
**Work type**: Casual
**Location**: Melbourne - CBD & Inner
**Categories**: Customer Service

**Purpose**

Starting in October, we have exciting opportunities for passionate, motivated and engaging individuals to join our Head Office Customer Service Team on a 3 month Casual basis.

This is our busiest and most exciting time of the year and is a time when it is even more important for us to be there for our customers to provide a memorable shopping experience.

Reporting to the Customer Service Coordinator, you will be accountable for providing exceptional Customer Service and support to all customers and our Country Road Group stores. You will be the first point of contact and represent our brands including Country Road, Trenery, Witchery, Politix & Mimco. You will meet the needs and expectations of our customers by delivering positive customer experiences at every interaction and you will be predominantly working across our Live Chat and SMS Channels.

With a hybrid working environment, you will work the majority of your shifts from home and will currently be required to work from our Burnley Head Office for a minimum of 2 days per month, **_with the exception of Induction which will be conducted in the office_**.

**Key Accountabilities**
- Provide front line Customer Service and support to all Country Road Group customers
- Consistently provide exceptional customer service
- Support the various loyalty programs and associated administrative tasks
- Manage complaints to the highest standard ensuring delivery of first-time customer resolution
- Effectively manage customer feedback to deliver positive customer service experiences
- Understand and adhere to brand policies and procedures, ensuring to execute these with confidence and accuracy
- Support the wider Customer Service Team in achieving department KPI targets and goals
- Log customer interactions via Salesforce to ensure the effective delivery of customer reporting and trends to all areas within the business.

**Key Capabilities**
- Previous customer service experience in a customer facing or call centre environment
- The capability to thrive in a fast-paced, ever changing environment
- Intermediate computer skills
- A good understanding of business social networking websites
- Excellent communication skills both written and verbal
- Attention to detail with exemplary use of grammar
- A team player approach and enjoys working in a fun, interactive and supportive team
- Strong negotiation skills with the ability to manage difficult situations and conflict
- A solution focused approach with the ability to multitask and prioritise effectively
- High attention to detail
- Strong active listening skills
- The ability to work independently.

**Why work for CRG?**

The Country Road Group is one of Australasia’s largest Lifestyle Brand Houses comprising of iconic brands such as Country Road, POLITIX, Trenery, Witchery and MIMCO. Here are some of the great things we offer for Casuals:

- Generous employee discounts across our House of Brands
- A genuine, open and high performing culture
- Potential to move to a permanent role dependant on performance and needs of the department.

**To be considered for a Casual Position, you will need to be available for**:

- A minimum of 3 shifts per week
- Be available for 1 weekend day per week
- You are required to be available Tuesday to Friday between 9:00 to 4:00pm for the first 2 weeks of training, which will be conducted between our Burnley Head Office and at home
- Be available to start induction on 1st October or 15th October.

**Advertised**: 21 Aug 2024 AUS Eastern Standard Time
**Applications close**: 11 Sep 2024 AUS Eastern Standard Time

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