Online Customer Service Lead

1 week ago

Melbourne Eastern Suburbs, Australia Frontline Recruitment Full time

Are you passionate about sports and customer service? Do you thrive in a fast-paced online environment?

If so, we have an exciting opportunity for you Our client is a leading sportswear company looking to expand their customer service team with talented individuals like you.

Dedicated to providing athletes and sports enthusiasts with high-quality sportswear that enhances their performance and style. With a strong commitment to innovation and customer satisfaction, they have become a trusted brand in the industry.

As an online customer service representative, you will play a vital role in ensuring their customers have an exceptional experience.

**About the company**:
They are dedicated to providing athletes and sports enthusiasts with high-quality sportswear that enhances their performance and style. With a strong commitment to innovation and customer satisfaction, they have become a trusted brand in the industry. As an online customer service representative, you will play a vital role in ensuring their customers have an exceptional experience. You are the first point of contact for incoming calls and you will be the person that makes the difference in the customers' experience with their brand.

**About the role**:
As the Customer Service Representative you are responsible for answering customer inquiries, promptly editing order changes, and using initiative to make quick decisions, whilst showing empathy for a personable approach.

As a constant point of contact for customers, you can determine a customer's experience, whilst maintaining relationships, this is your opportunity to retain their customers for life
- The first point of contact for all inbound customer phone calls
- Answering customer service questions, tracking orders, order changes, some product inquiries, and how to return orders
- Assist customers in placing orders, tracking shipments, and processing returns or exchanges
- Resolve customer issues and complaints in a professional and timely manner
- Collaborate with other teams, such as logistics and marketing, to ensure seamless customer service operations
- Maintain accurate records of customer interactions and update customer accounts as necessary
- Continuously strive to enhance the overall customer experience by identifying areas for improvement.
- Point of contact supporting branded partnerships
- Identifying and fulfilling customer needs to achieve satisfaction, with consideration of operational costs and time resolution

**Skills and Experience**:

- Excellent written and verbal communication skills to interact effectively with customers across various channels
- Strong problem-solving abilities and the capacity to think on your feet to provide quick and effective solutions
- Empathy and patience to handle customer concerns with a positive and professional demeanor.
- Familiarity with sportswear products and industry trends is a plus, but not mandatory
- Experience in a retail customer service role, particularly in an online or e-commerce setting, is preferred
- Proficiency in using customer service software, CRM systems, and social media platforms

**In Return**:

- Competitive Salary package
- Monday to Friday roster with an optional WFH one day per week
- Be a part of a brand that is making a difference in people's lives across the world
- Progression Opportunities

Alternatively, for a confidential discussion, please contact **Narelle Platt **on **0451 445 866 **quoting the reference number above, or check out our website for other available positions.

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