Job Description
Key Responsibilities n
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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, recent 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 n
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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
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📌 Apg&co Customer Care Consultant New South Wales
🏢 Apg
📍 New South Wales