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An exciting opportunity has arisen in our Customer Care team for a Junior Customer Care Team Leader. This newly created role is responsible for leading and supporting the Customer Care team to deliver outstanding service, driving customer satisfaction. You will also be hands on in supporting retail and online channels with all queries and issue resolution.APG & COA 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.The working environment is dynamic, professional and passionate. APG & Co values working as a collective, thriving on change, and playing to win. We are built to last. Key ResponsibilitiesTeam ManagementCoach and train current and new starters as required.Support the team to provide consistent, delightful, and considerate outcomes for customers.Assist the Customer Care Team Leader and Customer Care Manager with ad hoc duties, including leave support.Customer SupportAssist with, support and manage various Customer Care tasks including 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.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.Brand AmbassadorBe 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 Where do I sign?This full-time role is based in our stunning head offices in Alexandria. We offer lots of flexibility to keep your work/life balance healthy, 50% discount on products, sample sales, paid parental leave, a fun, fast-paced working environment, and excellent opportunities for growth and development. Style your career in a new direction and apply now.
Australia - NSW
CBD, Inner West & Eastern Suburbs
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