Customer Service Representative
4 days ago
We are seeking a highly skilled and experienced Customer Care Consultant to join our vibrant team at Kmart. As a key member of our customer service team, you will play a pivotal role in effectively investigating, managing, and responding to customer complaints across multiple channels.
Key Responsibilities- Deliver exceptional customer experiences through streamlined, proactive, and consistent complaints resolution.
- 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, and customer complaints resolution.
- Embodiment of our values and positively promoting the Kmart brand.
- Liaise with numerous stakeholders throughout the business to ensure the effective resolution of customer complaints and issues.
- 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.
- Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy.
- A team member discount card that gives you a discount at Kmart, Target, Bunnings, and Officeworks.
- A free OnePass 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 though 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.
At Kmart and Target, we celebrate the rich diversity of the communities in which we operate and are committed to creating inclusive and safe environments where all our team members can contribute and succeed. We believe that all team members should feel valued, respected and safe irrespective of your gender, ethnicity, indigeneity, religious beliefs, education, age, disability, family responsibilities, sexual orientation and gender identity and we encourage applications from all candidates.
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