Customer Service Assistant

3 days ago

Melbourne, Victoria, Australia Krispy Kreme Full time

At Krispy Kreme, we don't just make doughnuts - we create moments of joy. Since opening our first store in 2003, we have been spreading smiles across Australia and New Zealand with our handcrafted, melt-in-your-mouth treats.

We're looking for a customer-focused Customer Service Assistant to deliver seamless experiences across our website, stores, and social channels. You'll work closely with the Customer Experience Manager and Administrative Assistant to uphold Krispy Kreme's sweet service standards.

**The Opportunity**

At Krispy Kreme, no two days are the same. This role is perfect for a proactive and customer-obsessed Customer Service Assistant who thrives on creating smooth experiences. You'll be the voice of Krispy Kreme, resolving enquiries, identifying trends, and suggesting improvements that elevate our brand. Through collaborations, you'll keep our Website Shop hours accurate and our Zendesk guides up-to-date—ensuring every touchpoint reflects our signature sweet experience.

In this fantastic role, you will be responsible for:

- Identify and raise any customer/ operational trends with relevant stakeholders
- Assist with order placements, changes, cancellations, and returns.
- Document all customer service issues in Zendesk ensuring that accurate notes and customer details are entered
- Liaise with VIP customers to quote, book and process manual bulk orders.
- First escalation for online complaints
- Work with eCommerce Customer & Operations Specialist and eCommerce team to continue to improve customer service experience
- Work with the Operations Improvements team & E-Commerce Manager to suggest any operations improvements to improve our customer experience
- Complete and work on key projects as directed from the E-Commerce Manager
- Follow up with Field teams for any customer feedback
- Support with website related queries
- Maintain knowledge of company updates, policies, and campaigns

We embrace individuality and foster a workplace where everyone feels seen, heard and valued. We train for skills however, there are just some things we need from you:

- Some experience with an ecommerce platform is advantageous.
- Professional verbal and written communication skills.
- Excellent customer service skills.
- Great time management skills.
- Resourceful, flexible, and responsive.
- Team player with a positive can-do attitude is a must and can be autonomous when required.
- Proactive approach to customer service and systems improvements.
- A commitment to working with a culturally diverse workforce.
- Integrity and a commitment to ethical operations.
- Confidence, passion and enthusiasm about the customer experience and the Krispy Kreme Brand.

**Qualifications & Experience**
- Degree in Marketing or Business is desired, but not required
- List only the types of work experience that are essential for the role.
- Minimum 2 years of customer service experience
- 1-2 years' experience in a similar Digital role is desired, but not required
- An understanding of e-commerce and CRM systems, reporting and analysis is desired, but not required

**Why Join Us?**

If you're passionate about delivering memorable customer experiences, curious to deepen your brand knowledge, and eager to contribute to a service strategy that keeps our fans coming back—we'd love to hear from you

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