Service Experience Champion

2 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $70,843 - $80,895

At the heart of our organization, Customer Service Representatives form a vital link between customers and the business.

About the Role

We are seeking skilled professionals to manage customer interactions across various channels, focusing on timely and effective resolutions.

This is a full-time role, requiring regular attendance at our Head Office in Sydney's CBD, with opportunities for flexible work arrangements.

Key Responsibilities:
  • Process customer inquiries efficiently through phone, messaging, and email channels, emphasizing first-touch resolution.
  • Manage customer orders and returns via e-commerce platforms, ensuring timely processing within set targets.
  • Investigate and resolve errors related to orders and SAP/Magento systems.
  • Address product availability, order status, and troubleshooting issues professionally and promptly.
  • Log and manage customer interactions using Zendesk, maintaining accurate data.
  • Collaborate with team members to resolve complex customer issues and improve service standards.
  • Handle customer complaints sensitively, providing empathetic and professional responses.
  • Communicate with the warehouse team regarding order cancellations, address changes, delivery times, and other instructions.
  • Develop strong relationships with e-commerce teams, merchandising, freight partners, customers, warehouse staff, and IT Support.
Requirements
  • Proven experience in customer-facing roles, preferably in retail or e-commerce environments.
  • Prior experience working with online platforms, including Magento or similar systems.
  • Knowledge of enterprise ERP/OMS systems like SAP and Manhattan Active Omni.
  • Experience managing marketplace orders through Seller Centre.
  • Familiarity with Zendesk or equivalent customer service software.
  • Proficiency in Microsoft 365, especially Excel, for tracking and reporting purposes.
  • Excellent written and verbal communication skills.
  • Able to prioritize tasks effectively and thrive in fast-paced environments.
  • Strong problem-solving skills and attention to detail for effective customer solutions.
  • Organized and collaborative team player with a focus on delivering exceptional customer experiences.
Why Choose Us?

Join a dynamic team committed to excellence and customer satisfaction. Enjoy a collaborative work environment that fosters growth and development.

Take advantage of opportunities to expand your skillset, build meaningful relationships, and contribute to a positive impact on customers' lives.

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