Our client is a leading international online retailer with a strong presence in Australia, New Zealand, and South-East Asia. They operate under multiple renowned brands, offering customers access to premium products at discounted prices.
They are now seeking a motivated and customer-focused Customer Service Executive to deliver exceptional email-based support to customers, sellers, and suppliers.
Job Responsibilities:
- Deliver professional and efficient first-level email support to customers, sellers, and suppliers.
- Take ownership of customer inquiries, ensuring timely and effective resolution.
- Address customer complaints, escalate issues to relevant teams when necessary, and follow up to ensure resolution.
- Coordinate with suppliers, sellers, and warehouse teams to manage deliveries, short shipments, warranty claims, and related issues.
- Provide customers with accurate updates regarding their inquiries.
- Uphold strict confidentiality standards for customer information.
- Inform the team manager of any significant customer or supplier concerns.
- Consistently meet and exceed productivity and customer satisfaction KPIs.
- Perform additional administrative duties as required.
Requirements
- At least 2 years of experience in a customer service role, ideally in a high-volume email or live chat environment.
- Must have an Online Retail Industry experience.
- Proven ability to communicate effectively and professionally resolve issues.
- Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines.
- Must provide a proactive approach to problem-solving and achieving performance targets.
- Proficiency in Microsoft Office or Google applications at a basic to intermediate level.
- Ability to quickly learn and execute tasks based on training manuals.
- Experience working in fast-paced, team-oriented environments.
Benefits
- Permanent work-from-home set-up
- Dayshift (Australian business hours)
- Full-time job
- Annual leave
- HMO
- Christmas Bonus equivalent of 1 month’s wage (pro-rata)