Online Customer Support Assistant

3 weeks ago

Melbourne, Australia Brand Collective Full time

About Brand Collective:
Brand Collective is one of Australia's most prominent apparel, footwear & sport groups, operating our omnichannel offer across 300+ stores with over 3,000 team members, a comprehensive online business and an extensive wholesale network. Our portfolio ranges from iconic heritage to timeless contemporary, from street culture to considered craftsmanship, and from private label to international luxury fashion brands. We bring brands to life 

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 stable of brands That’s 50% off Reebok, Superdry, Hush Puppies, Clarks, Elka Collective and many more
  • Invitations to epic sample sales
  • Paid parental leave, volunteer leave, purchased leave program (ability to purchase an additional two weeks of leave per year, based on eligibility)
  • Novated Leasing
  • Reward and recognition program as well as generous service awards
  • Recruitment referral incentives for permanent positions
  • Learning and development – we want you to grow and get the most out of your role
  • Employee Assistance Program with free access to Mental Health Professionals for when times are tough

At Brand Collective our customers come from all walks of life, and so do we We value diversity and inclusion in all forms, thus hire based on capability and performance. If you feel like your skills align with the role and company culture, apply with your current CV and Cover Letter. For bonus points, tell us why this role excites you in an optional video cover letter.

Brand Collective is officially recognised as a Great Place to Work

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