Customer Service Officer

Generous Discounts + Great culture (inc hybrid working) + Pet friendly workplace
- Support & training from a dedicated team
- Provide exceptional customer service

**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, Reebok, 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 Officer to join our dynamic Shoe Warehouse team Reporting directly to the Ecommerce Manager, the Customer Service Officer will have the opportunity to work across the business. They will be responsible for ensuring all inbound customer enquiries are handled in a polite, timely and efficient manner, they will work with the merchandising team on store allocations, and they will also be involved in the running of our webstore.

Our support office is based in Richmond and we have adopted a hybrid working model

**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**:

- Providing online customer support through Zendesk (online ticket management system), livechat, and phone calls
- Monitoring order flow to ensure all systems are performing as expected
- Proactively identifying issues and resolving these independently or through our support team
- Processing returns and liaise with the distribution centre team as necessary
- Building an understanding of our brand and product range and owning fit through web. This includes providing seasonal fit notes through reviews, managing customer reviews, and adapting product information to reflect fit advice where necessary
- Resolving customer complaints and mediating disputes
- Collecting, managing, and directing customer insights and fit feedback to the relevant parties
- Provide webstore support as needed
- Assist in the photo shoot setup
- Work with the merchandising team on store allocations
- Assist with stock management across the store network

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

- Excellent interpersonal skills, empathy, and emotional intelligence
- A demonstrated ability to understand brand and product ranges
- Proven technical proficiency (Microsoft Office Suite)
- Excellent verbal and written skills and use of language
- Experience working in a customer-facing role
- Detail oriented
- Proactive and solution oriented
- Quick learner and adaptive
- Excellent time management skills
- Proficiency with Microsoft Office suite (Word, Excel & PowerPoint)
- Experience with AP21 and Bigcommerce would be advantageous but not necessary
- Experience with Zendesk (preferred)

**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 Leasing
- Floating Holidays - provides team members with the option to work on certain state based public holidays and take a different day off in lieu
- Reward and recognition program as well as generous service awards
- Recruitment referral incentives for permanent positions
- Exclusive benefits platform - access to generous savings from leading retailers like Woolwo