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E-commerce Customer Care

2 weeks ago

Ingleburn, Australia Phoenix Leisure Group Full time

**Phoenix Leisure Group is the Australian leader in outdoor, travel, lifestyle and adventure brands. With over 30 years experience in distributing the world's best outdoor brands to the Australian market.**

**Our Business**

The essence of our business is delivering quality outdoor brands to our retailers and customers, across a multitude of categories to provide a full outdoor offering. Our extensive range of outdoor product categories combined with our strong and diversified retailer network and our state of the art distribution centre solidify our position as a market leading supplier of outdoor brands, including BlackWolf, KEEN, Rossignol, Olukai, Eagle Creek, 4F, Sidas and Knog to name a few.

**The Role**

This is a new and exciting position that has come about as a result of significant growth in our Ecommerce channel. This position will be integral to the business as it's responsible for communicating directly with our customers in a clear, branded tone of voice. We have a wide range of brands that require different communication styles and have different service requirements, so it will be important that this position is confident liaising with customers with varying requests.

**Core Responsibilities**:

- Engage with customers across our different communication platforms in a timely, professional and on-brand manner
- Manage Live Chat for all brands with the purpose of providing a positive brand experience and driving revenue
- Contribute to process improvement by providing feedback and suggestions to enhance the customer experience
- Monitor and track feedback from customer purchase/engagement surveys to allow for improvements across multiple business units
- Frequently liaise with Marketing, E-commerce, Design and other teams to resolve customer enquiries
- Provide accurate and helpful information about our products from each of the different brands to customers across multiple digital platforms
- Identify and resolve customer concerns or issues while maintaining a positive and empathetic approach
- Maintain detailed records of customer interactions and transactions in our CRM system
- Assist the wider customer service team with phone call inquiries as needed

**About You**:

- Experience with Zendesk, Meta and Shopify would be preferred
- You are known for your exceptional customer service
- You pride yourself on being an outstanding communicator
- You consider yourself a motivated individual
- Strong organisation skills
- Strong attention to detail, critical-thinking and problem-solving
- Ability to troubleshoot and communicate efficiently

**Employee Benefits**
- Incredible company product discounts across all brands
- A healthy light breakfast provided
- Easy and free on-site parking
- Convenient South-West Sydney location
- Work in a positive team environment

**Job Types**: Full-time, Permanent

**Salary**: $50,000.00 - $60,000.00 per year

**Benefits**:

- Free food

Schedule:

- Monday to Friday
- No weekends

Work Authorisation:

- Australia (preferred)

Work Location: In person