Online Customer Service Assistant

4 days ago

Mitcham, Australia Converse Full time

**Iconic global footwear and apparel brand**:

- **Onsite gym, free parking plus generous employee discounts**:

- **Mitcham Based and only a short walk from the train station**

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Our clothes and sneakers get worn by rebels, rockers, rappers, artists, dreamers, thinkers and originals.*
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We celebrate individuality.*
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If you’re one-of-a-kind, you should try us on.*

In some ways, you know us. Converse has been making Chuck Taylor All Star and One Star sneakers since we started over a century ago, and now we work to make new street style classics. What you wear defines sport, street, and creative culture, and we’ve been redefining it with you all along.
When you wear Converse products, you create a culture of authentic street style simply by being yourself. Whether they’re on the feet of a ‘70’s basketball star in a history book or on the street with you today, Chucks have always signified cool...because you wear them.

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ABOUT US*
As a dynamic Australian & New Zealand retailer and wholesaler, Conquest Sports is a market leader specialising in footwear and apparel. We continue to be the fashion leaders in street wear and leisure wear. We hold exclusive licences to distribute major leading brands such as Converse, plus our kids' specialty clothing from Converse, Jordan & Nike SB.

This role comes with the added benefits of our Mitcham location (also in walking distance to Mitcham station), with an office decorated by local artists, rooms showcasing our latest footwear and apparel, outdoor BBQ/lunch area, free parking and free gym access.

*
ABOUT THE ROLE*

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Specifically, this role will include, but is not limited to: *

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ONLINE CUSTOMER SERVICE*
- Receipt of incoming customer service enquiries via the Zendesk software
- Answering of incoming phone calls
- Monitoring social media for customer service related queries
- Liaising with internal teams (e.g. Marketing/Merch) to obtain any relevant information necessary to resolve customer queries.
- Fraud alert processing
- Faulty product processing
- Returns - Seek customer/order information to assist in fulfillment of customer returns

**ONLINE DEPARTMENT**
- Collate and analyse customer feedback surveys as required
- Assist with the execution of markdowns as required
- Assist with the preparation of the monthly customer service report as required by the Online Customer Service Manager
- Assist the fulfilment team during high order volume periods if required
- Online department admin support as required

**ONLINE CUSTOMER RETENTION**
- Proactively identify customers who are having/have had a bad experience with us and suggest ways to retain them.
- Proactively identify potential brand advocates that we could surprise & delight (e.g. via commentary on social media)
- Utilise the OPSM meeting as a forum for discussion of these initiatives.

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WHAT WE ARE LOOKING FOR*
- Sound knowledge of Microsoft Office (Word, PowerPoint & Excel)
- 1-2 years’ experience in a similar role, preferably in the retail industry
- Excellent communication skills (both written and verbal)
- Ability to work under pressure whilst maintaining attention to detail
- Strong organisational and planning skills, whilst being flexible enough to adapt to changes in circumstance
- Strong analytical and problem-solving skills

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WE CAN OFFER YOU...*

Converse is a brand that celebrates the unique and creative people of the world. Together, we’re different.

*

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