Customer Service Agent

54 minutes ago

Melbourne, Victoria, Australia Global Retail Brands Full time $45,000 - $60,000 per year

We are proud to introduce an exciting opportunity within Global Retail Brands, Australia's premier specialty homewares retailer, boasting a vast network of 300 stores nationwide. We are actively seeking a two Customer Service Agents to join our team focusing on providing administrative support to all departments across our Support Office throughout the Christmas Period, on a casual basis.

Reporting to the Customer Service Manager, the Customer Service Agent plays a critical role acting as first point of contact for all customer enquiries. They are to ensure that all contact from customers, whether it is via phone, email or live chat, are answered in a timely and efficient manner and with a high level of Customer Satisfaction.

Key responsibilities of the role will include but not be limited to:

  • Answering customer queries quickly and concisely relating to customer orders, delivery times and general inquiries
  • Resolving a material number of tickets, calls and live chats each shift as per KPIs
  • Follow up calls to customers in regards to new and existing orders
  • Processing orders via phone and email
  • Replying to emails which may include product queries and complaints
  • Ensuring a high Customer Satisfaction rating as per KPIs and continuous improvement over time
  • Handle complex or difficult customer issues to achieve a prompt resolution
  • Ensuring dissatisfied customers are escalated to a Team Leader or Manager to resolve the issue within a reasonable timeframe

About you:

  • Experience in a similar customer service role, preferably within a contact centre/sales support administration environment
  • Preferable experience with Microsoft Office, SAP, Pronto and Zendesk
  • Strong and engaging customer service skills
  • Strong verbal and written communication skills
  • Ability to work autonomously and as part of a team
  • High attention to detail

If this sounds like you, Apply Now

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