Customer Service Representative

1 month ago

City Of Greater Geelong, Australia Kmart Group Full time
About the Role

We are seeking a highly skilled and experienced Customer Care Consultant to join our vibrant team at Kmart Group. As a key member of our customer service team, you will play a pivotal role in delivering exceptional customer experiences through streamlined, proactive, and consistent complaints resolution across multiple channels.

Key Responsibilities
  • Delivering exceptional customer experiences through effective investigation, management, and response to customer complaints.
  • Managing and resolving all customer complaints and enquiries for Kmart via phone and email.
  • Providing clear direction and instruction to customers on product returns, store experience, online order enquiries, supporting vulnerable customers, and customer complaints resolution.
  • Being a brand ambassador for Kmart, embodying our values and positively promoting the brand.
  • Liaising with numerous stakeholders throughout the business to ensure the effective resolution of customer complaints and issues, while providing support to our in-store teams.
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.
  • 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.
What We Offer
  • Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy, spending 60% of your week in our National Office.
  • A team member discount card that gives you a discount at Kmart, Target, Bunnings, and Officeworks.
  • A free One Pass membership offering free delivery across Kmart, Target & Catch on eligible products.
  • Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health – with over 60 suppliers.
  • We want you to feel rewarded for your commitment and hard work that's why everyone gets the opportunity to participate in a bonus program.
  • Free onsite parking when you're required to come into the office.
  • We offer inclusive parental leave, a family room, and ongoing support offered through our partnership with Circle In for team members of all backgrounds and family circumstances.
  • A dynamic learning and support program.
  • Opportunity to fast track your career through our Mentor Program as a Mentee or Mentor.
  • In-house café that serves breakfast, lunch, and includes a collaborative space to work in.
  • A reflection room that can be used for prayer, meditation, or time for you.
  • A Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizes.
  • Regular product sample sales with loads of discounted items to purchase.
  • Wesfarmers is Kmart's parent company and each year eligible employees can elect to purchase shares through a salary sacrifice arrangement.
  • Great career opportunities across the broader Wesfarmers Group.

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