Customer Experience Advocate

18 hours ago

Melbourne, Victoria, Australia beBeeCustomerCare Full time $60,000 - $80,000

We are seeking a Customer Care professional to join our dynamic team. The ideal candidate will be a customer advocate, resolving inquiries and complaints with efficiency and empathy.

This role involves providing exceptional customer experiences through proactive and consistent complaints resolution across multiple channels.

Key responsibilities include managing and resolving customer complaints and enquiries via phone and email, as well as providing clear direction and instruction to customers on product returns, store experience, online order enquiries and supporting vulnerable customers.

The successful candidate will be a brand ambassador for Kmart, embodying our values and positively promoting the brand.

Requirements
  • Previous experience working in a multichannel customer service environment
  • Minimum 3 years' experience investigating and resolving customer enquiries, including handling sensitive and high-stakes interactions and managing complex, escalated customer complaints.
  • Experience in a process driven environment following strict compliance and regulatory procedures.
  • Proven ability to 'self-start' and organise a complex workload and work to deadlines
  • Excellent communication skills and ability to empathise with customers across multiple channels.
  • Strong stakeholder engagement skills.
  • A proactive approach to achieving KPI's and meeting targets.
  • Experience providing detailed summaries and identifying trends in customer complaints and feedback for operational meetings and forums.
Benefits
  • Flexible hybrid working options
  • Team member discount card offering discounts at various retailers
  • Access to exclusive discounts and benefits through the Kmart for You program
  • Inclusive parental leave and ongoing support
  • Dynamic learning and support program
  • Career opportunities across the broader Wesfarmers Group

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