Customer Service Representative

Role Description and Responsibilities

The key focus of this role is to oversee the entire dispatch operation to ensure efficiency and a high level of customer service. Arranging the best possible delivery paths, liaising with the delivery contractors and maintaining high levels of morale are also imperative to this role.This role will also manage all aspects of the Dispatch and Deliveries team from leadership, process improvement, change management, financial management and health & Safety.

PRIMARY RESPONSIBILITIES & DUTIES

• Liaising with inbound customer enquiries across all digital channels (i.e. email, Facebook, lnstagram, live chat, email)
• Monitoring customer reviews and following up promptly for case resolution (google review, product review etc.) Utilisation of internal tools & systems to track, monitor and resolve customer queries & issues
• Assessment and conversion of customers enquiries to potential purchases
• Assist with ad-hoc digital marketing related activities for Nick Scali Online

PERSONAL SKILLS & QUALITIES

• Are technology savvy with proficiency across the Microsoft suite and social media channels including Facebook & lnstagram
• Have experience in retail and/or customer service, particularly managing customer enquiries through to resolution and/or purchase
• Posses a self starter attitude with an ability to work autonomously
• Have a friendly disposition and a customer centric focus with an ability to problem solve customer issues
• Have a keen willingness to learn new tools and up-skill across the broader digital marketing ecosystem
• Are familiar with e-commerce and furniture experience is a plus
• Are able to work on weekends and enjoy time off during the week