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 current products, new 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.

KPIs

- 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.

APG&Co; - Customer Care Consultant Sydney, NSW, AU

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