Key Duties and Responsibilities:

Customer Interaction:

Engage with customers via phone, email, and live chat, providing friendly and efficient support. Process customer orders and manage returns efficiently.

Product and Order Support:

Collaborate with internal teams and suppliers to resolve product-related queries and assist customers. Coordinate with our stores to address customer orders and inquiries.

Team Collaboration:

Collaborate effectively within your team, spread across various remote locations, to achieve collective tasks.

Order Monitoring and Resolution:

Monitor orders, provide progress updates, and take appropriate actions. Manage customer returns, including investigation, processing, and resolution of returns, exchanges, warranties, and faulty goods.

Logistics and Communication:

Collaborate with dispatch locations to facilitate customer orders. Liaise with Australia Post regarding delayed or missing parcels.

Complaint Handling:

Handle first-level customer complaints and escalate only as necessary.

Internal Communication:

Maintain strong communication within the customer service team.

Exceptional Customer Service:

Deliver outstanding customer service through written and verbal communication. Juggle tasks across multiple channels to ensure timely completion.

Procedural Adherence:

Follow procedures, guidelines, and policies accurately to complete assigned tasks. Perform data entry through various platforms.

Flexibility and Additional Tasks:

Work hours and days based on business requirements. Assist with other tasks as required.