Customer Support Representative

ZigZag is looking for a  Customer Support Representative   to join our team!

About our client Our client is an Australian Fashion House creating sexy, luxury-inspired products designed for headstrong, fearless women worldwide! They currently sell their brand to over 1000 Wholesale Clients worldwide including online retailers like ASOS, Revolve, Shopbop, Urban Outfitters, David Jones, The Iconic, Princess Polly, and the list goes on! Their clothing is worn by global A-list celebrities and influencers worldwide. Utilising your previous customer service experience, you have the ability to handle a large volume of work
assisting with online queries, complaints and resolutions via email and live chat. Overall, you will be responsible
for creating the best customer experience possible. This is a fast paced environment that offers growth and progression opportunities. Main Responsibilities:

• Handling inbound & outbound customer enquiries via all platforms including email, website and live chat
• Customer communication via an online live chat platform
• Follow up internally and externally relating to customer service enquiries
• Achieving set KPIs while maintaining all set responsibilities
• Performing continued exceptional customer service through our website with conversion and return customer focus in mind
• Assisting with refunds and credit notes to maximise customer satisfaction and happiness
• Managing and escalating customer complaints with the Sales & Brand Director and resolving for maximum customer satisfaction and happiness
• Provide constant and constructive open feedback and insights to the Sales & Brand Director on customer experience with recommendations of improvements
• Loop Returns, DHL Express and AusPost management and correspondence
• Identifying and reporting trends in customer enquiries to the overall Digital Team
• Assist with any ad hoc Ecommerce duties when needed
• Working closely with the in house Warehouse Team to liaise and resolve customer enquiries
• Adhere to brand policies to resolve issues to achieve the best outcome for all parties
• Liaise with couriers to respond to queries
• Provide support to the team on projects as directed.

The successful applicant will have:

• 1-2 years experience in a similar role or strong retail experience
• A passion and desire to deliver an exceptional customer experience
• A positive attitude towards both customers and team members
• A keen ability to problem solve and identify areas of opportunity
• The patience to actively listen and engage with our customers to understand their needs
• Willingness to learn and grow within an evolving team
• A committed work ethic
• Ability to communicate in a branded yet professional tone of voice
• Excellent written and verbal communication
• Ability to multitask whilst still providing an exceptional experience.

Benefits

• Great remuneration
• A fun, friendly and fresh working environment
• Great clothing discounts
• Room for growth in the fashion industry