Online Customer Service Officer / eCommerce Support

All vacancies of AustraliaCall Centre & Customer ServiceOnline Customer Service Officer / eCommerce Support

We'd like an experienced Customer Sevice Officer to join the team in our fast growing e-commerce and wholesale business in Melbournes' Bayside Area.

Summary about this job

Customer Service - Call Centre

Company: Private Advertiser

Location: Melbourne

Work type: Full Time

Salary: $45,000 - $49,999

Phone: +61-3-6260-5022

Fax: +61-7-4568-8370

E-mail: n\a

Site:

Detail information about job Online Customer Service Officer / eCommerce Support. Terms and conditions vacancy

  • Young, fast paced business based in Melbournes' Bayside.
  • Room to grow within the company.
  • Working with international shoe brands. Dynamic online and wholesale business.

WHO WE ARE:

We are a privately owned e-commerce and Wholesale company located in Cheltenham, serving 1000's of customers weekly.  This is very fast paced business operating on tight timelines and delivery schedules in the dynamic shoe industry. We have a Permanent Full-Time position available, our office hours are 9am-5.30pm Monday to Friday.

WHAT WE'RE LOOKING FOR:   

You will need to be a dynamic and energetic individual keen to ensure that customer expectations are met.   We are seeking an organised individual who has an eye for detail, and excellent communication and customer service skills with an engaging phone manner.  We need someone with the ability to manage fluctuating workloads, conflicting priorities and achieve tight deadlines.

Your ability to multi-task, use your initiative and follow processes is a vital part of the role. 

If customer service and shoes are your passion, and you crave a varied work environment that appreciates your efforts, then we'd love you to join the team and be a part of it as we grow.  Non-smokers preferred. 

WHAT YOU'LL BE DOING:         

  • First point of contact for our customers.
  • Responding to customer service requests promptly and professionally.
  • Handle customer complaints.
  • Follow up and escalate support incidents.
  • Follow company policies and procedures.
  • Meet daily KPI's and ensure that all customer queries are answered.
  • Become a constructive and participative member of the customer service team.
  • Liaise with multiple courier companies regarding deliveries or orders.
  • Credit Notes, Returns/Warranty Claim.
  • Identify common customer issues and challenges.
  • Work with warehouse staff.
  • Data entry and management.
  • Understand and gain product knowledge.
  • Investigate and seek effective solutions for enquiries and complaints.            

HIGHLY DESIRABLE EXPERIENCE:

  • Call centre experience
  • Advanced Microsoft Office - Excel & Word
  • Previous experience in Shopify, or similar eCommerce systems.
  • End to end Customer Service e-Commerce Processes, including payment processing, warehousing, postage and returns processing.
  • Working knowledge of content management system (CMS) and integrations
  • Inventory management software experience or working knowlegde of on-premise or Saas systems e.g: TradeGecko, Zoho, BrightPearl, Unleashed, StyleMan etc.  
  • Working knowledge of Zendesk or similar customer service system.
  • Online marketplace CMS (eBay, Amazon etc)
  • Listing Management Apps

A minimum of 2 years experience in Customer Service required.

Applicants without Customer Service experience need not apply.

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