Customer Service Officer

**ABOUT THE ROLE**

We have an exciting opportunity for a **Customer Service Officer** to join our team We are looking for a driven and enthusiastic team player to coordinate and manage the day to day operations of customer service enquiries for Lotte Duty Free Oceania. Be responsible for responding to customer enquiries and resolving customer experience issues which may result in the refunding of customer purchases.

**THIS ROLE WILL SEE YOU**:

- Dealing with all customer enquiries and complaints in an efficient and timely manner.
- Process returns as per Company procedures and policy. Ensure the customer receives relevant documentation.
- Process supplier repairs, replacements and credits through the appropriate internal systems. Ensure all credits are received.
- Ensure good communication flow of information to all airport teams for customer pickup, problem resolution and customer support.
- Co-ordinate the delivery of goods relating to after sales service by courier.
- Maintain monthly records to summarize customer feedback.

**YOUR KEY ACCOUNTABILITIES WILL BE**:

- Ensuring that at all times a friendly, professional and ethical standard of service is provided to our customers
- Successful relationship and resolution of issues with Internal and External customers
- Ensure that at all times there are accurate and up-to-date records of sales, returns and issues related to Customer Services.
- Action warranty repairs in a timely fashion.

**WHO ARE YOU?**

**_ Essential_**
- Minimum of 3 years’ experience in a similar type of role and/or organisation
- Intermediate MS Office - Word, Outlook and Excel skills
- Demonstrable excellent level of customer service delivery over a minimum of 3 years
- Demonstrable ability to manage various competing priorities and the ability to assess and resolve complex problems
- A sense of urgency and the ability to translate this into effective organisational practices and time management
- Very high level of attention to detail
- Highly developed interpersonal and communication (written and verbal) skills sufficient to influence, persuade and negotiate at all levels within and outside the organisation
- Ability to work effectively as part of a team whilst also able to work autonomously (as appropriate to role) when required

**_ Desirable_**
- Experience of working in Duty Free

***ABOUT US**

The world of** Lotte Duty Free** is like no other, and at its core is a team passionate about showcasing the world’s most exclusive luxury beauty, fragrance and cosmetic brands. Our stores provide our customers with an exclusive shopping experience that cannot be found anywhere else.
Lotte is set to rapidly expand, and now is the time to join our team and work in one of the world’s most unique and exciting retailer environments. Was established in 1980 and we hold the title of the world’s second largest duty free retailer, operating 20 duty free stores, across 11 international airports, in seven international locations, including Australia, USA, Japan, Korea, New Zealand, Thailand and Vietnam.
This is an amazing opportunity to join a growing global retailer with strong values and a commitment to its team, and offers you the chance to make a genuine contribution to the Lotte success story

**WHAT WE CAN OFFER YOU**

We want you to enjoy a work-life balance but when the situation calls for it, have the ability to go hard and fast. We offer trust and flexibility to work part of your week from home and part from our newly renovated office in Collins Street.

In addition to an attractive salary, you will have access to our personalised employee benefits program, as well as amazing pop-up product sales not found in any other industry and in-store discounts in our duty free locations.

Lotte provide a professional but casual working environment, and believe in rewarding team members for individual and team success. We offer a supportive culture, and are always open to presenting development opportunities to our team.

**_
If this excites you, we want to meet you Now is the time to join our friendly, fun & diverse team and join our growth journey._