Customer Care Advocate

**Brighter Futures Start Here**

We are an inclusive team who power two of the most iconic and loved brands, Kmart and Target. We have more than 50,000 passionate individuals across our stores, distribution centres, and offices around the globe.

With our brands touching the lives of almost two million customers every week, you’ll feel the impact of the work you’ll do every day. As a leader in the retail market, we’re optimistic about our future and yours. We’re changing at a rapid rate, giving you challenging work that you’ll be proud of.

**Join the team**

As a Customer Care Advocate, you will play a crucial role in managing escalated customer complaints, restoring trust, and ensuring customer satisfaction. You will work closely with the Customer Support Manager and other internal stakeholders to resolve complex issues, conduct root cause analysis, and provide coaching to team members. Your ability to communicate effectively and empathetically will be key to your success in this role. Our Customer Care team is at the heart of our commitment to our customers, ensuring their needs are met with empathy and efficiency. We are looking for a passionate and enthusiastic Customer Advocate to join our team and help us deliver outstanding service.

**What you’ll be doing**
- Working hours will be 8:30am - 5:00pm Monday to Friday
- Manage top-down escalations and negotiate win-win outcomes for customers while protecting the company's reputation and policies
- Support Customer Care leadership and team members with complaint resolutions, embodying our values and positively promoting the brand
- Conduct root cause analysis, coaching, and quality assurance activities to reduce complaints and ensure adherence to policies and procedures
- Resolve high-risk complaints involving legal, safety, and reputational implications
- Provide accurate and thorough reporting and information to stakeholders regarding complaints and customer feedback
- Collaborate effectively with peers and stakeholders to identify continuous improvement opportunities

**To be successful in this role you’ll have**:

- 5+ years of experience in resolving complex, escalated customer complaints
- Proven ability to manage regulator, discrimination, privacy, and other high-risk complaint types
- Strong written and verbal communication skills with an emphasis on empathy and clarity
- Experience in a process-driven environment with strict compliance procedures
- Proficiency in Microsoft Office Suite, CRM systems, and contact centre technology
- Creative and collaborative problem-solving skills
- High attention to detail and strong organizational skills
- Ability to manage personal effectiveness and maintain composure under pressure
- Commitment to continuous improvement and professional development

**Benefits we’ll offer you**:

- 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 Officeworks and Bunnings
- 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 eligible team members get the opportunity to participate in a bonus program
- We offer inclusive parental leave, 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
- A Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizes
- Great career opportunities across the broader Wesfarmers Group

LI-Hybrid