Customer Care Consultant

• 50% product discount on all APGs brands
• Flexible working and early finish Fridays
• Iconic Australian fashion brands

APG & Co

A leader in the Australian fashion industry, APG & Co designs and manages Sportscraft, SABA and JAG. For over 50 years, APG & Co. has curated, grown and evolved these brands to be at the forefront of Australian fashion.  We celebrate our history while allowing our brands to express themselves in contemporary, relevant and authentic ways.

We have an unwavering commitment to design and quality across all aspects of our business. This commitment, when coupled with our creativity and passion allows us to bring great brands to life in engaging and surprising ways.

APG & Co has over 1200 employees across Australia and New Zealand. This role is based in our beautiful head office in Mascot.

APG & Co is always guided by our values: We are a Collective; We Thrive on Change; We Play to Win; We are Built to Last.

The Role

As the Customer Care Consultant your role is to deliver outstanding ‘on brand’ customer service across all brands, driving customer satisfaction. Support retail and online channels with all queries and issue resolution. The role will be office-based Monday to Thursday, with work from home on Fridays (please note the WFH day may occasionally change when necessary for rostering).

Key Responsibilities:

1. 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.
• Accurately lodge all customer details, phone sales, feedback and queries in Zendesk.
• Assess goods for quality assurance and come to the best resolution for the customer and brand.
• 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.
• Liaise with the warehouse, couriers and internal departments to resolve customer queries, and proactively work together to identify potential issues before they occur.
• Respond to customer product reviews and feedback, and report to the relevant department.
• Provide accurate and succinct reporting when required.
• Accomplish all tasks to KPI standards.
• Escalate issues to the relevant departments and Customer Care Management Team.
• Keep up to date with all new products, new seasons, and promotional activity.

2. Store Support

• Support our stores with a range of queries, escalations and customer support.
• Follow-up on outstanding orders.
• Respond to store IT Service Desk requests.

3. 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.
• Actively participate in one on one’s and coaching and training sessions.
• Support the Customer Care manager with ad hoc tasks.