Customer Care AU Retail Officebased

Shifting Schedule: Monday to Sundays (06:00 AM-03:00 PM PHT)

What are we looking for?

Skills Required

• 3 years + experience in Customer Service/
• Retail experience.
• Experience with Zendesk or similar customer service/ticketing platforms.
• has worked within omni channels.
• Exposure to logistics and warehouse systems.
• Omnichannel customer service experience.
• Knowledge or experience with Australian Consumer Law.
• Experience working with Australian customers or within an Australian retail/e-commerce environment.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint)
• Willing to work Officebased
  
  

• Handle customer enquiries via email, phone, web chat, and other communication channels.
• Assist customers with enquiries relating to deliveries, collections, back orders, returns, refunds, spare parts, repairs, and product concerns.
• Resolve customer cases efficiently and within established service-level targets and timeframes.
• Provide accurate information and solutions in line with company customer service policies and procedures.
• Listen to customers, understand their needs, and provide empathetic, professional, and high-quality service.
• Develop and maintain strong knowledge of the company’s product range to effectively assist customers.
• Handle customer complaints and disputes using strong problem-solving and dispute-resolution skills.
• Work closely with internal teams including Accounts, Distribution Warehouse, Retail Stores, Marketing, Learning & Development, Legal, and other relevant teams to resolve customer issues.
• Coordinate with external stakeholders including suppliers, vendors, couriers, and drivers when required.
• Contribute to customer service and process improvements across the business.
• Provide customer feedback and insights to help identify trends, issues, and opportunities for improvement.
• Identify opportunities to support sales by understanding and addressing customer needs.
• Follow, review, create, and update Standard Operating Procedures (SOPs) to support consistent and best-practice customer service.
• Actively contribute to achieving KPIs, efficiency and quality targets, quality assurance standards, and continuous improvement initiatives.
• Participate in relevant training, coaching, technical development, and team engagement activities.
• Follow all company administration systems, processes, and procedures to help prevent operational losses.
• Actively participate in health, safety, and wellbeing initiatives, report hazards or incidents, and contribute to maintaining a safe workplace.
• Participate in company-led community and social initiatives when required.
• Perform other duties as reasonably directed by the Customer Care Team Leader or Management Team.
  
  

• Officebased
• Equipment Provided
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities.