Customer Service Specialist

JOB TITLE: CUSTOMER SERVICE SPECIALIST 

JOB TYPE: FULL TIME 

LOCATION: BAYSWATER, VIC

REPORTS TO: CUSTOMER EXPERIENCE MANAGER

 

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 retail & wholesale 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
  • Manage customer engagement on instagram & Facebook via comments and DMs
  • 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 volume of incoming emails, calls & queries
  • Provide accurate, valid and complete information by using the right methods and tools
  • Follow company procedures, guidelines and policies
  • 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

ï Assist team members across the business as needed with projects and other tasks

  • 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 as necessary on all products in the warehouse
  • Prepare for (pricing stock) and participate in warehouse sales, including working weekends where required
  • Participate in the maintenance of 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:

  • Demonstrated Initiative & Flexibility
    • Ability to work autonomously with full ownership and under pressure to meet deadlines 
    • Be a highly motivated, self-starter with superior time-management skills and the ability to multi-task in a fast-paced environment
    • Must be well organised, resourceful and proactive with a strong work ethic
    • Positive, can-do & highly motivated attitude with a relentless drive towards quality and consistency
    • Requires a self-starter mindset with a hands-on, creative and highly credible approach
    • Meet tight deadlines, understanding and respecting the workflow and time of the broader team with ability to be flexible if project calendar changes
  • Proactive Planning & Organisation
    • Demonstrated ability to independently organise personal workflow, prioritise, and manage time efficiently to timelines while working in a fast-paced environment
    • Meticulous attention to detail at all times to deliver a high standard & quality of work
    • Must be well organised, resourceful and proactive with a strong work ethic
  • Dealing with Ambiguity
    • Capable of managing workflow with the changing & competing priorities of a small & growing business, you understand that your flexibility will help you develop and grow along with the business
    • Problem-solver, clear vision 
    • Accuracy and time management are critical to success
    • Proactive approach to deliver a high standard quality of work
    • Keen ability & initiative to utilise systems and professional experience to solve problems, find solutions & overcome obstacles
  • Customer & Team Relationship Focused
    • Excellent communication skills, self-motivated and personable with strong values and integrity a must 
    • Build sustainable relationships of trust with colleagues & customers through open and interactive communication, ability to respectfully work with diverse teams and personality types
    • Team player that understands how to work within the business framework, considering the entire team in decisions and requests 
  • Strong Business Acumen
    • Maintain a thorough understanding of our products, offerings & business processes 
    • Commercially focused with sound business acumen 
    • Demonstrated project management & planning experience
  • Excellent Communication Skills
    • Strong and clear verbal, written communication & interpersonal skills that drive positive relationships and partnerships
    • Keen ability to solve problems and overcome obstacles
    • Ability to clearly & effectively present to internal stakeholders and customers
    • Top notch active listening skills, ensuring full understanding of message before making a decision or reacting
    • Communicate and coordinate with team members as necessary, being mindful of others schedules & workloads 

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