Customer Services Advisor

**JOB TITLE **Customer Services Advisor

**REPORTS TO **Customer Services Manager / Brand Manager

**DEPARTMENT** Customer Services

**BASED **North Sydney, NSW 2060, Australia

**ROLE TYPE** Full-time, hybrid working model

**HOURS **37.5 hours a week, covering shifts:
Monday to Friday: 8am - 7pm

Saturday & Sunday: occasional, to support peak trade

**COMPANY PROFILE**

Orlebar Brown launched in March 2007 as a more tailored approach to men’s beach and swim shorts. Based on the traditional pattern of a tailored pair of trousers for men, and with their distinctive side fasteners, they are not just a swim short; they are the original and best shorts you can swim in.

Today, our collections are built into broader lifestyles imagined around Beach, Resort, Coast and Sport. We have multiple product releases, including capsules, new categories, and services, over the calendar year to maintain excitement, and interest for our customers.

Since 2007, we have built the brand to achieve our stated purpose which is - to encourage, excite and inspire everyone to ‘Holiday Better’. This is our purpose and why we get out of bed every morning.

The brand has rapidly gained global recognition and is sold through online, more than 30 O.B stores, and the best retailers and hoteliers in the world. Our customer is truly international, so whether they are in St Barth’s for Christmas with family, Miami for a wild Spring break, a conference in Dubai with a few days off, tacking a boat off the coast of St Tropez, volunteering to replant mangrove plantations in Puerto Rico, walking along a cliff top in Cornwall, or diving off one into a beautiful blue ocean then O.B should be there to help you do it better.

Our business is built on relationships with those customers, and we strive to maintain our relationship with them, wherever they might be, and provide world class service, when and where they want. It is also built on finding new customers to the brand by welcoming them to join the ever-growing O.B community.

**THE POSITION**

The role of Customer Service Advisor is essential in providing a World Class shopping and service experience to all our customers.

It is vital that we not only ensure that all orders are delivered promptly and correctly, but that we make customer satisfaction a priority and be passionate about service delivery.

Furthermore, initiative is crucial for pro-active contact so to build relationships and encourage sales.

**GENERAL RESPONSIBILITIES**

**Customer Service**:

- Providing excellent customer service is a pivotal part of this role. You will place orders, process exchanges and refunds, whilst answering any questions all in a prompt, courteous and efficient manner.
- Monitor the order lifecycle of customer orders. Communicate with our customers of any stock, payment, delivery queries. Work with our warehouses and carriers to ensure that the customer has the best delivery experience.
- Monitor and respond to all feedback and communicate with customers as required. Use feedback to promote and share customer trends with the management team and business colleagues.
- Work with colleagues within e-commerce and retail in the management of all customer online shopping journeys. Ensure imagery, descriptions, FAQ's and communications are correct.

**Clientelling**:

- Establishing long-term relationships with key customers based on data about their preferences, behaviours and purchases.
- Take part in any new sales initiatives to drive customer engagement and sales opportunities.

**Systems Knowledge**:

- Use Zendesk to respond to customers in an efficient and timely manner and work towards all SLA's and KPI's.
- Work with multiple order management systems to update customer details; process orders; monitor stock levels and movement; handle exchanges and refunds.

**EXPERIENCE**
- Proven track record of working effectively and efficiently within a busy retail or e-commerce environment.
- Experience with an online luxury retailer would be beneficial. Background working on the shop floor, personal shopping or direct sales.
- Good administrative and numeracy skills. Previous experience with contact centre software (Zendesk, Salesforce, Order Management systems) is desirable.

**CANDIDATE PROFILE**
- A passion for building customer relationships and delivering exceptional service experiences at every touchpoint.
- Professional and confident with a great telephone manner.
- Sharp attention to detail with a systematic and logical approach to work.
- Highly motivated with a disciplined approach to problem-solving.
- Someone who enjoys getting real satisfaction from their job and giving their full effort.

**WHAT WE OFFER**
- Join a diverse working environment of people who we learn from every day.
- The chance to train and develop your skills in a fun and fast working environment.
- Competitive benefits package for the local market.

It’s never just a job at Orlebar Brown. It’s a way of life. We live a