Customer Service Representative

About the role

Join the team at Australia and New Zealand's top fashion e-commerce site to act as the primary contact for shopper inquiries. You will manage communication across phone, email, and messaging channels to ensure every customer receives high-quality support.

Key facts

What you'll do

• Handle customer questions, complaints, and concerns through multiple digital and voice channels.
• Provide information regarding products and order status to assist with the shopping journey.
• Follow up on open inquiries to ensure all customer needs are fully addressed.
• Participate in ongoing training and team initiatives to maintain deep knowledge of company processes.

Requirements

• Strong verbal and written communication skills for professional interaction.
• Ability to prioritize customer satisfaction with an empathetic and positive approach.
• Proven capability to resolve complaints and find effective solutions to problems.
• Capacity to multitask and manage time efficiently in a busy environment.
• History of meeting or exceeding performance metrics like CSAT, productivity, and quality.
• Flexibility to work a schedule that includes holidays and weekends.
• Interest in fashion and current industry trends.
• Basic computer literacy and comfort navigating various software platforms.

Nice to have

• Experience using Zendesk.

Skills & tools

• Zendesk
• Phone, email, and messaging support platforms

Practical notes

• If you require reasonable adjustments or accommodations during the application or interview process, please email talent.attraction@theiconic.com.au. By applying, you agree to the terms of the company Candidate Privacy Policy.