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Customer Care Consultant

2 months ago

Mulgrave, Australia Kmart Full time

Brighter Futures Start Here

We are an inclusive team who power two of the most iconic and loved brands, Kmart and Target. We have more than 50,000 passionate individuals across our stores, distribution centres, and offices around the globe.

With our brands touching the lives of almost two million customers every week, you’ll feel the impact of the work you’ll do every day. Join our team in our unwavering promise to make everyday living brighter by providing great value products at the best prices for Australian and New Zealand families.

As a leader in the retail market, we’re optimistic about our future and yours. We’re changing at a rapid rate, giving you challenging work that you’ll be proud of.

Join the team 

We have a fabulous opportunity for a Customer Care Consultant to join our vibrant team. In this role, you will be a brand ambassador for Kmart and play a pivotal role in effectively investigating, managing, and responding to customer complaints. This is a fantastic opportunity at Kmart that provides excellent training and the support of a great team. You will liaise with numerous stakeholders throughout the business and have the opportunity to make your mark. At Kmart, there is loads of opportunity for growth and development while working in a fun and engaging team.  

What you’ll be doing: 

  • Delivering exceptional customer experiences through streamlined, proactive, and consistent complaints resolution across multiple channels. 

  • Managing and resolving all customer complaints and enquiries for Kmart via phone and email. 

  • Providing clear direction and instruction to customers on product returns, store experience, online order enquiries, supporting vulnerable customers and customer complaints resolution. 

  • Being a brand ambassador for Kmart, embodying our values and positively promoting the brand. 

  • Liaising with numerous stakeholders throughout the business to ensure the effective resolution of customer complaints and issues, while providing support to our in-store teams. 

To be successful in this role you’ll have:  

  • Previous experience working in a multichannel customer service environment  

  • Minimum 3 years' experience investigating and resolving customer enquiries, including handling sensitive and high-stakes interactions and managing complex, escalated customer complaints. 

  • Experience in a process driven environment following strict compliance and regulatory procedures. 

  • Proven ability to ‘self-start’ and organise a complex workload and work to deadlines 

  • Excellent communication skills and ability to empathise with customers across multiple channels. 

  • Strong stakeholder engagement skills. 

  • A proactive approach to achieving KPI’s and meeting targets. 

  • Experience providing detailed summaries and identifying trends in customer complaints and feedback for operational meetings and forums. 

Benefits we’ll offer you:

  • Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy, spending 60% of your week in our National Office
  • A team member discount card that gives you a discount at Kmart, Target, Bunnings, and Officeworks
  • A free OnePass membership offering free delivery across Kmart, Target & Catch on eligible products
  • Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health – with over 60 suppliers
  • We want you to feel rewarded for your commitment and hard work that's why everyone gets the opportunity to participate in a bonus program
  • Free onsite parking when you’re required to come into the office
  • We offer inclusive parental leave, a family room and ongoing support offered though our partnership with Circle In for team members of all backgrounds and family circumstances
  • A dynamic learning and support program
  • Opportunity to fast track your career through our Mentor Program as a Mentee or Mentor
  • In-house café that serves breakfast, lunch and includes a collaborative space to work in
  • A reflection room that can be used for prayer, meditation, or time for you
  • A Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizes
  • Regular product sample sales with loads of discounted items to purchase
  • Wesfarmers is Kmart’s parent company and each year eligible employees can elect to purchase shares through a salary sacrifice arrangement
  • Great career opportunities across the broader Wesfarmers Group

We’re here to make everyday living brighter

From humble beginnings in Burwood East, Victoria, in 1969, we’re now an essential part of 300 communities, and proud of it From bedding to apparel to kitchenware and beyond. We’re designing and creating the products people reach for every day. In-store, online, or Click & Collect – getting the products we love into the hands of happy customers is what we aim to do best. From the remote outback to coastal towns and big cities, and everywhere in-between. We’re progressive in our pursuit to create seamless customer journeys for satisfied shoppers.
 

A place you can belong

At Kmart and Target, we celebrate the rich diversity of the communities in which we operate and are committed to creating inclusive and safe environments where all our team members can contribute and succeed. We believe that all team members should feel valued, respected and safe irrespective of your gender, ethnicity, indigeneity, religious beliefs, education, age, disability, family responsibilities, sexual orientation and gender identity and we encourage applications from all candidates.

We believe that everyone should have the opportunity to be their best, when applying for a role or working at Kmart. We encourage you to tell us about any workplace adjustments that you would like, by emailing diversity@kmart.com.au

If you would like to explore a career with Kmart and Target and this sounds like the perfect role for you – apply now
 

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

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