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- 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.
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- Accurately lodge all customer details, phone sales, feedback and queries in Zendesk.
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- Assess goods for quality assurance and come to the best resolution for the customer and brand.
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- 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.
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- Liaise with the warehouse, couriers and internal departments to resolve customer queries, and proactively work together to identify potential issues before they occur.
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- Respond to customer product reviews and feedback, and report to the relevant department.
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- Provide accurate and succinct reporting when required.
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- Accomplish all tasks to KPI standards.
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- Escalate issues to the relevant departments and Customer Care Management Team.
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- Keep up to date with all recent products, new seasons, and promotional activity.
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- Store Support Support our stores with a range of queries, escalations and customer support.
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- Follow-up on outstanding orders.
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- Respond to store IT Service Desk requests.
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- 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.
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- Actively participate in one on one's and coaching and training sessions.
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- Support the Customer Care manager with ad hoc tasks.
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KPIs
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- 90% Satisfaction Rate
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- 4 hours Average First Response Time
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- 90% Call Acceptance
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- 80% One-Touch Tickets
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- 3 business Days Full Resolution
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Compliance - Abide by all Company Policy and Procedures.
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APG&Co; - Customer Care Consultant Sydney, NSW, AU
📌 Apg&Co - Customer Care Consultant (New South Wales)
🏢 Apg
📍 New South Wales
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