Job Description

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

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

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Key Responsibilities:

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Customer Support

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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, current seasons, and promotional activity.
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Store Support

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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

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

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COMPLIANCE – Abide by all Company Policy and Procedures.

📌 Apg&co Customer Care Consultant New South Wales
🏢 Apg
📍 New South Wales