Job Vacancy - Customer Service

 

We are seeking a motivated customer service representative to join our team. This role involves providing exceptional support to customers through multiple channels, including email and chat. The ideal candidate will have at least 2 years of experience in customer service and be proficient in using Shopify. 

Key responsibilities:

• Customer Interaction and Support:

  • Serve as the primary point of contact for customer inquiries, issues, and feedback across various channels (phone, email, live chat, social media messages).

  • Provide friendly, professional, and efficient assistance to customers, ensuring a positive brand experience.

  • Actively listen to customer concerns, empathise with their situations, and demonstrate a genuine desire to help.

• Online Order Management (Email & Chat Focus):

  • Respond promptly and effectively to customer emails and live chat inquiries related to online orders.

    • Track order status, provide shipping updates, and resolve delivery issues (e.g., lost parcels, incorrect addresses).

    • Process order modifications (e.g., cancellations, address changes) and escalate complex issues to the relevant department.

    • Assist with product information, availability, and online purchasing queries.

  • Manage a high volume of written communications, maintaining clarity, conciseness, and accuracy.

• Issue Resolution & Problem Solving:

  • Proactively investigate and resolve customer complaints and issues from all channels, including feedback received from retail stores. This includes but is not limited to:

    • Product defects or damage.

    • Incorrect or missing items.

    • Invoicing, Billing discrepancies or payment issues.

    • Service failures or dissatisfaction.

    • Warranty claims and repair/replacement processes.

  • Determine the root cause of issues and implement appropriate solutions, often involving refunds, exchanges, store credit, or escalating to management.

  • Follow up with customers to ensure their issues have been fully resolved to their satisfaction.

• Product Knowledge & Information Provision:

  • Maintain a comprehensive understanding of all products and services offered, including features, benefits, pricing, and availability.

  • Be knowledgeable about company policies, procedures, terms, and conditions (e.g., return policy, shipping policy, privacy policy).

  • Educate customers on product usage, troubleshooting, and frequently asked questions.

• Feedback Monitoring & Action (Retail Stores & Online):

  • Monitor and review customer feedback channels specific to retail stores (e.g., in-store comment cards, online reviews mentioning store experiences, direct feedback from store staff).

  • Categorise and escalate relevant retail store feedback to store managers or regional operations for review and action.

  • Respond to customer feedback (positive and negative) received through public channels, ensuring brand reputation is maintained.

  • Identify recurring issues or trends in customer feedback and communicate them to relevant internal teams (e.g., product development, operations, marketing) for continuous improvement.

• Data Management & Reporting:

  • Accurately log all customer interactions, inquiries, and resolutions in the CRM system.

  • Maintain detailed records of customer information, order history, and communication.

  • Contribute to reports on common customer issues, feedback trends, and resolution rates.

• Adherence to Standards & Compliance:

  • Meet or exceed individual and team performance targets (e.g., response times, resolution rates, customer satisfaction scores).

  • Comply with all company policies, procedures, and relevant consumer protection laws in Australia.

  • Maintain confidentiality of customer information.

• Continuous Improvement & Self-Development:

  • Participate in ongoing training and development to enhance product knowledge, customer service skills, and system proficiency.

  • Stay informed about new products, services, and company initiatives.

  • Provide feedback to management on processes and tools to improve overall customer service efficiency and effectiveness.

Apply for this job:

Send your resume and cover letter addressing your suitability for this position to careers@brookibakehouse.com. Please ensure you include the position you are applying for in the subject header.