Customer Care Representative

Primary Purpose of Role

The Customer Care Representative is responsible for

• Providing exceptional customer service for all inbound calls, emails, order management and general enquiries across both store and ecommerce channels

Key Skills Qualifications & Experience

Prerequisite Skills

• Well-developed interpersonal skills and ability to build relationships with stakeholders at all levels.
• Strong communication skills via email, phone and in person.
• High standards and attention to detail
• Demonstrated time management and organisation skills.
• Strong relationship and rapport building skills.

Education/Qualifications/Memberships

• Cert 1V in Call Centre / Customer Service preferred.

Preferred Experience

• Previous retail or similar industry work experience.
• Customer service or call centre experience.
• Footwear or fashion experience.

Key Result Areas and Key Responsibilities

A. Customer Service Operations

Tier 1

• Respond promptly and professionally to customer enquiries across all channels, including phone, email, live chat, SMS, and social media.
• Deliver accurate information regarding products, stock availability, order status, returns, and promotions.
• Ensure a first-contact resolution mindset and take ownership of resolving customer queries efficiently.
• Navigate and operate multiple systems effectively, including ERP, OMS software, Fluent, phone systems, email platforms, and external applications such as courier tracking..
• Handle complaints with empathy, patience, and a solution-focused approach.
• Apply problem-solving skills to resolve customer issues, escalating cases appropriately and in accordance with the defined escalation process
• Liaise with internal departments and external stakeholders to fulfil customer needs and ensure a seamless service experience.
• Provide feedback and insights from customers to support continuous improvement in service and product offerings.
• Comply with company Privacy Policy handling personal data.

Tier 2

• Process product replacements promptly and in accordance with company policy.
• Monitor and respond to customer messages and comments on social channels, ensuring timely, brand- aligned communication.
• Monitor and respond to product reviews across relevant platforms, providing assistance or clarification to customers when appropriate.

B. Administration

• Process customer refunds accurately and in line with company policies and Australian Consumer Law (ACL).
• Respond to incoming emails and forward or escalate enquiries to the appropriate team or department when necessary.
• Support the development and ongoing maintenance of up-to-date customer service processes and documentation.
• Maintain accurate customer records and detailed notes in internal systems following each interaction.