Customer Service Rep

TITLE: CUSTOMER SERVICE REPRESENTATIVE

JOB TYPE: FULL TIME

SALARY: BASED ON EXPERIENCE

LOCATION: SAGE x CLARE, 20 CORPORATE BLVD, BAYSWATER, VIC 3153

 

JOB SUMMARY

The role of the Customer Service Representative is primarily to focus on all aspects of customer satisfaction and care. The role includes assisting Sage x Clare customers with questions, complaints, accurate information about products and services. This includes returning emails and phone calls in a timely manner, processing returns and fostering positive ongoing relationships. The Customer Service Representative is the front line of support for customers and ensures that customers are satisfied with products, services and features.

KEY DUTIES & RESPONSIBILITIES:

  • Interact with customers on a daily basis, respond to their questions and guide them to the appropriate outcome
  • Communicate with customers through various channels including email, phone, website chat, mail and social media and respond promptly to inquiries via these channels
  • Have a thorough understanding of our products, pricing and delivery information so that questions can be answered accurately and efficiently
  • Help customers understand the products, recommend products as alternatives when needed and provide suggestions to compliment existing products
  • Maintain a positive, empathetic and professional attitude to customers at all times
  • Resolves product or service problems by clarifying the customer’s complaint, determine & explains the appropriate solution and alternatives to solve the problem, expediting correction or adjustment, and following up to ensure satisfactory resolution.
  • Process orders, returns, exchanges and refunds and fulfil customer needs to ensure customer satisfaction
  • Provides analysis on customer feedback & common questions and make recommendations for improvements to website, process, communications and other business activities relating to customers
  • Ensure excellent customer service standards and maintain high customer satisfaction by identifying and assessing the customers needs
  • Exercise independent judgement to meet the customers needs while considering the needs of the business
  • Go the extra mile to engage the customer
  • Maintain product listings on the website including arrival timelines and sold out stock
  • Manage large amounts of incoming emails, calls & queries
  • Build sustainable relationships of trust with customers & colleagues through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods and tools
  • Respond to customer comments and queries on social media, including direct messages
  • Follow communication procedures, guidelines and policies
  • Suggest solutions when product is faulty or damaged and attempt to persuade customer to reconsider refunds
  • Work with the Manager to ensure proper customer service is being delivered and provide feedback on the efficiency of the customer service process
  • Have the ability to remain calm when customers are frustrated, stressed or upset
  • Assist in the warehouse as needed or directed by Manager
    • Pick items according to the Order form
    • Inspect items to ensure they’re not damaged or faulty and adjust inventory accordingly
    • Pack item according to specified packing guidelines
    • Ship and fulfil customer orders in Inventory system, inputting appropriate tracking numbers and links
  • Assist with unloading stock containers, counting and stocking items in warehouse
  • Perform stock takes bi-annually on all products in the warehouse
  • Prepare for (pricing stock) and participate in warehouse sales, including working weekends where required
  • Maintain general tidiness of warehouse and office areas
  • Other duties as assigned by Manager

GENERAL DUTIES & RESPONSIBILITIES OF ALL SxC TEAM MEMBERS:

  • Assist with seasonal events including trade show bump in and bump out
  • Work trade shows where required including weekends and interstate
  • Engage on Sage x Clare social media posts with comments and likes
  • Assist with photoshoot production, coordination and style assist duties where required

KEY COMPETENCIES:

  • Adapt to shifting priorities and ad hoc needs of the small business
  • Maintain a thorough understanding of our products, offerings & business processes
  • Build sustainable relationships of trust with colleagues through open and interactive communication, ability to respectfully work with diverse teams and personality types
  • Work autonomously and with full ownership over the customer service needs of the business, which could entail last minute, after hours work if required
  • Efficient & well organised
  • Meticulous attention to detail
  • Positive & can-do attitude with a relentless drive towards quality and consistency
  • Must be self-motivated, resourceful and proactive with a strong work ethic
  • You’re comfortable with changing & competing priorities of a small & growing business, you understand that your flexibility will help you develop and grow along with the business

SKILLS & EXPERIENCE REQUIRED:

  • 2+ years in customer service role, preferably in homewares industry
  • Experience with Mac
  • Experience with Gorgias & Shopify preferred
  • Excellent writing & editing skills in English required
  • Demonstrated positive and engaging communication style in customer communications
  • Demonstrated excellent interpersonal, communication (written and verbal), listening and problem-solving skills
  • Demonstrated ability to multi-task, organise personal workflow, prioritise and manage time efficiently while working in a fast-paced environment