Customer Care Consultant

Reports To: Customer Care Manager
Current as of: June 2023
Division: Supply Chain
Deliver outstanding on brand' customer service across all brands, driving customer satisfaction.
Support retail and online channels with all queries and issue resolution.
*** 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, complaints, and queries in Zendesk.
• Assess goods for quality assurance and come to the best resolution for the customer and brand.
• Process return to sender orders.
• Work with our stockists and drop ship partners to resolve customer queries.
• 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.
• Assist the online and marketing teams with competitions by creating vouchers and contacting customers.
• Liaise with customers over all social media platforms.
• Resolve customer issues flagged by our fraud system.
• Provide accurate and succinct reporting when required.
• Accomplish all tasks to KPI standards.
• Escalate issues to the Team Leader and Customer Care Manager.
• 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, 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: 90% satisfaction rate; Average First Response Time 3 hrs (email), 30 seconds (phones), 10 seconds (chat); Average Response Time 3 hrs; One-Touch tickets 80%; Call acceptance rate of 90%
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.