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Kogan.com

Posted 10 months ago

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Customer Service Representative Opportunities

MelbourneOn-siteFull-time

AI Summary

Customer-centric, solutions-focused representative who handles escalated queries, supports customers via phone and email, and helps improve the customer experience using Salesforce, SAP and other tools.

About this role

We're looking for customer-centric and solutions-focused team members to help drive the Kogan.com experience! Our Customer Care team is our direct eyes and ears to our customers, and the feedback that they receive helps us to constantly improve the Kogan.com customer experience. By striving to make every customer experience a positive one, they're able to facilitate the growth of our business!

In this role, you’ll be responsible for delivering an outstanding customer experience by resolving queries, supporting best practice, and acting as a strong advocate for our customers.

Whether you're a recent graduate to kick off their career or have a passion for tech and exceptional customer experiences, this is a fantastic role to work within a dynamic, fast-paced and innovative space and be part of an iconic, ASX listed eCommerce business!

In this role you'll be responsible for:

  • Taking ownership of escalated customer queries and issues, ensuring timely and effective resolution via Salesforce, SAP, phone and other systems.
  • Providing one-on-one support to customers via email and phone, always representing Kogan.com with professionalism and empathy.
  • Processing customer refunds, credits and replacements accurately and efficiently.
  • Liaising with freight carriers to ensure prompt and reliable delivery of orders.
  • Collaborating with internal teams to resolve queries and identify opportunities to improve the customer experience.
  • Staying up to date with Kogan.com products and trends to provide informed advice to customers.
  • Contributing to the smooth operation of the Customer Care team by ensuring all tasks are completed with accuracy and efficiency.
  • Assisting with the creation, testing, documentation and rollout of new processes
  • Supporting training and development by assisting with onboarding, shadow sessions, and capability building for overseas agents.

    • To be successful in this role, you should be:

  • A University Degree will be highly regarded, but is not essential
  • Customer centric and willing to go above and beyond to ensure our customers have an exceptional experience
  • An effective and empathetic communicator. You'll be able to articulately and clearly engage via different channels, including phone and email
  • Tech-savvy and ability to use various IT and cloud-based tools to improve efficiency and productivity
  • Have an excellent attention to detail, with an ability to move through volume tasks with accuracy and efficiency
  • An excellent multitasker – you’ll be managing multiple projects and priorities at once, keeping everything on track without missing a beat
  • Ready to challenge, be challenged, and work within our highly disruptive business model.

    • Why Kogan.com?

  • Work with an incredible team to solve important challenges, helping to drive Australia and New Zealand’s eCommerce future
  • Your role has a lot of ownership, autonomy and little red tape
  • You’ll be empowered to achieve positive outcomes and your work will have a real impact
  • You’ll be at the forefront of the eCommerce industry with us and be part of a company that are the Pioneers of eCommerce in Australia
  • Be an Intrepreneur, playing a hands on role in shaping our strategy at our HQ
  • A range of employee benefits such as; complimentary Kogan First Membership, team exclusive discounts, Health & Wellness program, Learning & Development and Lunch & Learns, Hackathons, Team member referral program, Company and team events and celebrations, community engagement (volunteering) and extensive career development opportunities plus loads more!

    • Skills

    Capability BuildingCloud-based ToolsCredits ProcessingCustomer SupportData AccuracyData EntryEmail SupportFreight CoordinationMultitaskingOnboarding SupportOrder ManagementPhone SupportProcess DocumentationQuery ResolutionRefund ProcessingReplacements ProcessingSalesforceSAPTraining SupportTroubleshooting

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