Customer Care Representative - Fast Hire

The game of golf has been growing. Quietly gaining momentum.

Quietly resurging. A kind of resurgence that rarely happens.

Some have noticed, some have not. But we have…

That’s because Topgolf Callaway Brands is driving the course to a more modern approach to golf and the lifestyle that goes with it. Callaway changed the face of golf equipment with the development of products such as the Big Bertha Driver but now we are about more than just equipment.

Topgolf Callaway Brands leads change across all aspects of the game of golf – bringing diversity, innovation, new personality, new trends, and new lifestyle attitudes to how we play, how we work, and how we golf - both physically and virtually find out more information here: https://www.topgolfcallawaybrands.com/

We want to play a part in every single shot played and allow more people to enjoy more golf, in all its forms, across the globe.

By joining Callaway Golf South Pacific (CGSP), you also become part of the portfolio of brands within Topgolf Callaway Brands, an unrivalled tech-enabled Modern Golf and active lifestyle company delivering leading golf equipment, apparel, and entertainment. The portfolio of global brands includes Topgolf, Callaway Golf, TravisMathew, Toptracer, Odyssey, OGIO, Jack Wolfskin, and World Golf Tour (“WGT”). “Modern Golf” is the dynamic and inclusive ecosystem that includes both on-course and off-course golf.

Our company is a blend of experience and diverse backgrounds, and together we look to move the game and active lifestyle industry forward, and we want top-notch people to join us in that mission! 

We are looking for a Customer Care Representative  to join our Customer Care  team located at our South Pacific Headquarters in Southeast Melbourne. 

As a member of the Customer Care Team your role will predominantly be customer support, order management and data entry for our fast-growing apparel, performance gear and online businesses.  You will have a strong customer focus and the ability to develop professional working relationships with both internal & external stakeholders. You are organised, detail focused and your ability to problem solve outcomes that benefit both the business and customer will see you succeed in this exciting role.

Roles and Responsibilities

• As part of the Customer Care (CC) team your primary responsibilities will be the order management of all Apparel Orders (TM & Callaway), Embellishment Programs, online & key accounts (i.e. The Iconic, DGE, Rebel & Costco)
• Provide quality service and support in a variety of areas including but not limited to credit requests, warranty claims, returns for exchange or repair, order entry and system trouble shooting. Ensuring all are resolved both promptly and thoroughly.
• Maintain proficiency in the SAP, and Order Tool system and use to analyse each customer’s situation.
• Proactively seek to maintain and update product knowledge in key categories of Apparel & Performance Gear.
• Provide a level of service to our customer base that is the equivalent or better than industry benchmark.
• Maintain a balance between company policy and customer benefit in decision making; handle issues in the best interest of both customer and company.
• Review Back Order reports and coordinate communication where required to advise customers of delays and updates.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer experience.
• Provide exceptional level of assistance to consumers through product knowledge and technical insight.
• Ensure timely and effective internal communication between teams/departments to meet goals and objectives.
• Proactively provide solutions to customer enquiries.
• Efficiently and accurately key all incoming orders, returns and credit requests.

Skills and Experience 

• An individual who exudes enthusiasm for Apparel & the Sporting Industry.
• Customer Service experience in B2C environment.
• Demonstrated attention to detail.
• Well-developed written and verbal communication skills.
• Ability to remain calm & deal with conflict using key negotiating skills.
• Skilled in organising resources and establishing priorities. 
• Ability to develop and maintain record keeping systems and procedures.
• Microsoft office suite literacy
• Excel - Intermediate level 
• 2+ years customer service or help desk experience or similar business experience required
• Online/B2C experience (preferred)
• SAP experience (preferred)

What we offer:

• Flexible working arrangements. 
• Salary sacrifice – novated leasing.
• Discount golf clubs & apparel.
• Golf industry discounts.
• Wellbeing Leave.
• Free parking.
• Golf simulator located in the office.
• Ongoing learning and development.

If this sounds like you, please don't hesitate and hit apply now. If you have any questions about the position, please contact Richard Dahl on  [email protected]. Due to the large volume of applications only shortlisted candidates will be contacted.