Customer Service

Generous Discounts + Great culture (inc hybrid working) + Pet friendly workplace
- Fast paced & fun family style business
- Customer focused role

**About Brand Collective**:
Leading apparel and footwear companies, Brand Collective and PAS Group have recently combined forces, leading to a portfolio of 27 brands, 15 character licences and 300 retail stores across Australia and New Zealand. Trading under the Brand Collective Banner, our portfolio of brands includes Clarks, Hush Puppies, Shoes & Sox, Superdry, Replay, Review, Elka Collective, Black Pepper, Yarra Trail, Everlast, Lonsdale, Julius Marlow, Grosby, Mossimo, Marco Polo, Volley and many more

Our people ask questions. They think outside the box. They ask how we can continue to do things better. They make no apologies for cutting through red-tape and they believe in the greatness of the rewards that can be reaped from working together. These are the kinds of people that we look for when we bring new talent into our business.

**The opportunity**:
We are on the lookout for an Customer Service & Digital Sales Coordinator to join our dynamic Superdry team Reporting directly to the Customer Service Lead, the role is responsible for ensuring all inbound customer enquiries are handled in a polite, timely and efficient manner. In terms of career development, this role will expose you to e-commerce principles, operations and systems, building your skillset for the future of digital retail. It’s a busy, varied and customer-focused team, working to quick turnaround times and high standards of support. By doing a great job, you’ll ensure that our customers have positive experiences and be able to develop yourself in a new and exciting way. That’s something we pride ourselves on in fact, it’s something we celebrate

Our support office is currently based in Port Melbourne, however we’re transitioning to a trendy new office located in Cremorne/Richmond in the next couple of months

Nevertheless, we’ve also adopted a hybrid working model for the foreseeable future.

**The kind of people we look for**:
We are a friendly, dynamic and fun organisation and we are after a particular type of person:

- You are results-focused and motivated by achieving and exceeding your set goals.
- You revel and thrive in a people-focused role and enjoy building strong relationships.
- You are meticulously organised and place a strong focus on attention to detail.
- You are fun, enthusiastic, have high energy and love to work in a fast-paced environment.
- You are tech savvy and comfortable with learning new systems and software quickly.
- You have exceptional written and verbal communication skills.
- You are comfortable with admin tasks and understands that these are a critical part of the role.
- You are down for a LAUGH As cliché as it sounds, we are definitely a “work hard, play hard” team.

**Key duties and responsibilities**:

- Sharing of product knowledge and benefits to advise customers of the best products for their needs
- Maintain a high level of professionalism and provide necessary follow-up to ensure customer satisfaction
- Monitoring order flow to ensure all systems are performing as expected
- Look after our online marketplace businesses, such as The Iconic, The DOM and Myer (communicating with their customer support team and monitoring orders and returns when needed)
- Resolving customer complaints and mediating disputes
- Collate valuable customer feedback, continuously innovate internal processes and work closely with store-based teams to ensure an excellent standard of product delivery and issue resolution.
- Processing returns and liaise with the distribution centre team as necessary
- Become a superuser of AP21, Zendesk, BigCommerce and Bazaarvoice

**The skills and experience you offer us**:

- Recent experience within a customer service role within retail or similar customer facing role
- A professional, yet down to earth and friendly approach
- The ability to work both independently and as part of a team towards common Goals
- Great communication skills, both written and verbal
- Attention to detail, can-do attitude, and ability to learn quickly
- The demonstrated ability to use your initiative to solve problems
- Excellent time management skills
- Proficiency with Microsoft Office suite (Word & Excel)
- System experience & knowledge (Ap21, Zendesk or similar) are advantageous

**The perks we offer you**:
Some of our awesome benefits include:

- A great culture fuelled by our passionate and diverse team
- Pet friendly workspace - yes, you can bring your dog to work
- Generous discounts for you and your family across Brand Collective's entire stable of brands
- Invitations to epic sample sales
- Paid parental leave for primary and secondary caregivers (based on eligibility), volunteer leave and blood donation leave
- Purchased Leave program (ability to purchase an additional two weeks of leave per year, based on eligibility)
- Novated L