Customer Service Specialist (Non-Voice)

Founded in 1999, the client is undeniably one of the most coveted Australian fashion labels in the world. Having built a significant presence and cult following globally, the brand has been seen on every A-list celebrity with attitude, from A$AP Rocky to Kylie Jenner, Ruby Rose and The Internet.


Renowned for its signature denim and deliberate unfussy style, the irreverent brand remains uninfluenced by consumer trends and chooses instead to set its own agenda.


Client’s jeans, denim jackets, cut-off shorts and distressed skirts are the foundation of each collection, sitting alongside a range of premium tees, tops and standout dresses. Progressive shapes and fabrications featuring raw finishes complete the signature client’s aesthetic.

JOB DETAILS

  • Respond to customer’s enquiries through chat and email relating to order/product enquiry, order
  • status and other similar concerns, resolving as many queries as possible on the first interaction.
  • Accurately logging and classifying all chat and email requests.
  • Provide timely follow through chat/emails on open cases/tickets.
  • Proactively answer questions about products or the company.
  • Effectively ask probing questions to understand customer requirements.
  • Direct prospects to the field sales team when needed.
  • Accurately enter and update customer information in the database.
  • Efficiently take and correctly process orders in an accurate and timely manner.

EXPERIENCE AND QUALIFICATIONS

  • With at least 2 years’ BPO experience in blended nonvoice account for eCommerce, retail and/or
  • fashion industry
  • Must be fluent and excellent in communication skills when handling AU/US clients
  • Familiarity with Customer Relationship Management Software
  • Can handle email enquiries and multiple chat concurrencies with minimum of 4 concurrencies
  • Excellent analytical, problem solving and organizational skills
  • Highly organized and solutions focused
  • Self-sufficient and able to work to deadlines
  • Strong attention to detail and high level of output
  • Proficiency in Microsoft Office Suite (Word, Outlook, Excel)
  • Experience in Retail or FMCG environment, highly regarded
  • Willing to work on a shifting schedule
  • Amenable to work on hybrid set up (mixed onsite/WFH)

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