Customer Experience Champion

18 hours ago

Melbourne, Victoria, Australia beBeeCustomerCare Full time $60,000 - $85,000
Job Description

We are an inclusive team powering two iconic brands, providing exceptional customer experiences across multiple channels. Our goal is to empower customers and resolve their issues efficiently.

This role offers a unique opportunity for a Customer Care Consultant to join our vibrant team as a brand ambassador. In this position, you will be responsible for investigating, managing, and responding to customer complaints effectively.

As a key member of our team, you will provide clear direction and instruction to customers on product returns, store experience, online order enquiries, supporting vulnerable customers and customer complaints resolution.

You will liaise with numerous stakeholders throughout the business to ensure the effective resolution of customer complaints and issues, while providing support to our in-store teams.

This is a fantastic opportunity that provides excellent training and the support of a great team. You will have loads of opportunities for growth and development while working in a fun and engaging environment.

Key Responsibilities
  • Deliver exceptional customer experiences through streamlined, proactive, and consistent complaints resolution across multiple channels.
  • Manage and resolve all customer complaints and enquiries for Kmart via phone and email.
  • Provide clear direction and instruction to customers on product returns, store experience, online order enquiries, supporting vulnerable customers and customer complaints resolution.
  • Be a brand ambassador for Kmart, embodying our values and positively promoting the brand.
  • Liaise 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.
Benefits
  • Flexible hybrid working options.
  • A team member discount card offering exclusive discounts at leading retailers.
  • Access to a comprehensive benefits program featuring over 60 suppliers.
  • An inclusive parental leave policy and ongoing support for team members of all backgrounds and family circumstances.
  • A dynamic learning and support program.
  • Opportunity to fast track your career through mentorship programs.
  • A recognition program rewarding peer nominations and achievements.
  • Great career opportunities across a broader group of companies.

We celebrate diversity and strive to create safe and inclusive environments where all team members can contribute and succeed. We believe that all team members should feel valued, respected and safe, and strive to ensure our recruitment process is accessible and welcoming to all candidates.

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