Deliver outstanding 'on brand' customer service across all brands, driving customer satisfaction.

Support retail and online channels with all queries and issue resolution.

Key Responsibilities:

Customer Support

- Assist all customers over phone, chat and email in a timely manner, ensuring we are providing best practice and 'on brand' customer care to our customers.
- Accurately lodge all customer details, phone sales, feedback and queries in Zendesk.
- Assess goods for quality assurance and come to the best resolution for the customer and brand.
- Complete various customer care tasks including but not limited to: processing return to senders; marketplace enquiries; social enquiries; competitions; fraud order management; unfinalized orders and returns; product feedback and reviews.
- Liaise with the warehouse, couriers and internal departments to resolve customer queries, and proactively work together to identify potential issues before they occur.
- Respond to customer product reviews and feedback, and report to the relevant department.
- Provide accurate and succinct reporting when required.




- Accomplish all tasks to KPI standards.
- Escalate issues to the relevant departments and Customer Care Management Team.
- Keep up to date with all new products, current seasons, and promotional activity.

Store Support

- Support our stores with a range of queries, escalations and customer support.
- Follow-up on outstanding orders.
- Respond to store IT Service Desk requests.

Brand Ambassador

- Be a brand ambassador by representing our brand values and supporting the wider team; including retail, ecommerce, email marketing and logistics, to better service customers where relevant.
- Actively participate in one on one’s and coaching and training sessions.
- Support the Customer Care manager with ad hoc tasks.

KPI's: 90% Satisfaction Rate; 4 hours Average First Response Time; 90% Call Acceptance; 80% One-Touch Tickets; 3 business Days Full Resolution.

COMPLIANCE – Abide by all Company Policy and Procedures.

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📌 APG&Co - Customer Care Consultant (Sydney)
🏢 Apg
📍 Sydney