Customer Care Representative

Casual, Melbourne

**Overview**:
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Join our extraordinary journey as we redefine the concept of home and inspire a life less ordinary. Since our inception in 2008, when our colourful flagship store opened its doors in Prahran, we have been on a mission to elevate people's love for their homes.

As our story unfolds, we have evolved into a digital powerhouse while preserving the essence of our physical store, which continues to be a sanctuary of discovery and innovation. Lucy Fenton's extensive travels have inspired our offerings with treasures gathered from local and far-flung destinations, ensuring that every piece tells a unique tale.

Join us as we expand our footprint across Australia, New Zealand and beyond and be part of our transformative growth. Now operating as a digital-first business, we are home to a dynamic, creative and collaborative bunch who work hard to ensure our liaisons are as much about the experience as the purchase.

**About the Role**
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Reporting to the Customer Experience Manager, the Customer Care Representative is the first point of contact for all inbound enquiries across a broad range of channels. This role is crucial to the success of our business and is central to delivering timely responses and client satisfaction. You'll be the face of the business, assisting with enquiries from the pre-sale stages, through to post sales queries. Working across multiple platforms while handling customer enquiries, you will be available to work rotating rosters, with weekend coverage as a priority.

**Key Responsibilities**:

- Resolve complaints promptly and ensure customer satisfaction.
- Take ownership of enquiries and provide effective first-call resolution.
- Address and resolve product-related complaints, escalating when necessary.
- Maintain in-depth product knowledge to assist customers with accurate information and recommendations.
- Collaborate with different departments to enhance the customer experience and retention.
- Facilitate communication between sales and warehouse teams for timely order fulfillment.
- Utilise multiple systems and platforms for efficient customer support.
- Provide exceptional customer service from pre-sale to post-sale enquiries.

**Your skills, experience and attitude**:

- Excellent written and verbal communication skills.
- Problem-solving mindset and positive attitude.
- Ability to build rapport and demonstrate empathy.
- Strong organizational skills and attention to detail.
- Proficiency in working across multiple platforms.
- 2-3 years' experience in a corporate customer service environment.
- Conflict resolution expertise.
- Experience in the Fashion/Apparel/Wholesale/Retail industry is a plus.
- Strong time management and multitasking abilities.

**Workplace Perks**:
Discover the remarkable benefits that await you:

- Enjoy generous staff discounts throughout the year.
- Experience the perks of loyalty and birthday leave.
- Participate in wellbeing and environmental incentives.
- Fuel your growth with our extensive learning and development programs.
- Get recognised for your contributions through our recognition program and service awards.
- Thrive in our vibrant head office.
- Embrace a hybrid working environment.

**Application Process**
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If you're looking for an amazing opportunity, we invite you to submit your CV and cover letter without delay. Join our dynamic team of creative individuals who are dedicated, driven, and committed to growth For more details about life at Fenton & Fenton, our culture-first approach, and our workplace perks
- Please note that only applicants meeting the criteria outlined above will be contacted as part of the short-listing process._