Customer Service Improvement Specialist

2 weeks ago


Melbourne, Victoria, Australia Catch Full time

Catch.com.au is a leading online retailer in Australia, offering everyday low prices on popular brands.

We are seeking an experienced Business Analyst to join our Customer Service team. As a key member of the team, you will be responsible for delivering exceptional customer service and driving business improvements.

Key Responsibilities:

  • Interact with customers to resolve queries and improve the overall customer experience
  • Manage project-related customer cases and escalate issues as needed
  • Support the achievement of customer service KPIs
  • Develop an in-depth understanding of end-to-end customer experience processes
  • Use data and analytics to drive improvements in the customer service experience
  • Assist with projects within the customer and supply chain portfolio

Requirements:

  • Tertiary qualification in a relevant discipline
  • 2+ years' experience working in ecommerce, retail, or supply chain businesses
  • Experience in customer service or analytics
  • A thorough understanding of customer service and/or business analytics
  • Knowledge of agile processes
  • Strong presentation and stakeholder management skills

Why Join Catch?

Catch offers a dynamic and supportive work environment, with opportunities for career growth and professional development. We offer a range of benefits, including flexibility, extended parental leave, and a convenient Melbourne office location.

Salary: $90,000 - $110,000 per annum, depending on experience.



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