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Lead and Support the Customer Care team to deliver outstanding service, driving customer satisfaction. Support retail and online channels with all queries and issue resolution. Key Responsibilities: Team ManagementCoach and train current and new starters.Support the team to provide consistent, delightful, and considerate outcomes for customers.Be the first point of escalation for complicated enquiries and unsatisfied customers.Manage ticket assignment and ensure outcome and response time is within KPI standards.Assist the Customer Care Manager with ad hoc duties, including leave support.2.Customer SupportSupport the Junior Customer Care Team Leader with 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.Report and escalate issues, feedback and suggestions to the Customer Care Manager and/or relevant departments.Liaise with internal departments to resolve customer queries, and proactively work together to identify potential issues before they occur.Assess goods for quality assurance and come to the best resolution for the customer and brand.When required, assist 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, complaints and queries in Zendesk.Accomplish all tasks to KPI standards.Keep up to date with all new products, new seasons, and promotional activity.3.Store SupportSupport our stores with a range of queries, escalations and customer support.Follow-up on outstanding click and collects.Follow-up on store to door and click and collect short-picks.Respond to store IT Service Desk requests. 4.Brand Ambassador Be a brand ambassador by representing our brand values and supporting the wider team; including retail, ecommerce, CRM, 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. KPI's: Contacts for every 100 online transactions <20%, Satisfaction rating >90%, First response time <24hours.COMPLIANCE – Abide by all Company Policy and Procedures.WHS - Take reasonable care for your own and others health and safety; cooperate by ensuring a safe workplace and notify of any WHS concerns.   25 AUD Australia - NSW Sydney CBD, Inner West & Eastern Suburbs Sydney

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