Online Customer Support Assistant

1 week ago

Melbourne, Victoria, Australia Brand Collective Full time

Up to 50% discounts across all of our brands for you and family
- Richmond location with a pet friendly workplace
- Incredible benefits through our Flare platform

**About Brand Collective**:
At Brand Collective we bring brands to life This is something we continue to strive towards with our iconic stable of brands including Superdry, Reebok, Shoes & Sox, Volley, Mossimo, Everlast, Clarks, Hush Puppies, Replay, Julius Marlow, Elka Collective & Grosby.

**The opportunity**:
We are on the lookout for an Online Customer Support Assistant to join our team Reporting directly to the Group Customer Support Manager, the Customer Support Assistant will be responsible for ensuring all inbound customer inquiries are handled in a polite, timely and efficient manner.

**Key duties and responsibilities**:

- Providing online customer support to the Brand Collective brands via Zendesk (online ticket management system), live chat, 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
- Providing ad hoc copy writing for web where necessary (descriptions, landing pages etc)
- Completing ad hoc data entry and basic reporting to support online operations
- Collecting, managing, and directing customer insights and fit feedback to the relevant parties

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

- Previous online customer support (Highly advantageous)
- 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, solution oriented, quick learner and adaptive
- Excellent time management skills
- Proficiency with Microsoft Office suite (Word, Excel & PowerPoint)
- Experience with AP21, Big Commerce & Zendesk (preferred)

**The perks we offer you**:

- 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 Woolworths, Amazon and Myer
- Learning and development - we want you to grow and get the most out of your role
- BC Wellness Hub - Monthly wellbeing webinars, individual coaching and an Employee Assistance Program with free access to Mental Health Professionals for when times are tough
- Richmond/Cremorne office location

**video cover letter.**

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