Online Customer Care Agent

We are currently seeking a motivated and driven individual to join our Online Customer Care team based at our Alexandria Head Office. This is a hands on end-to-end role where you will work amongst a busy team to achieve Customer Service KPI’s across all our brands.

This is a permanent full-time role offering the right candidate a supportive and focused structure as well as a fun, inspiring and empowering workplace. The successful candidate will take great pride in providing exceptional service to customers, as well as internal stakeholders, and be understanding of the impact of prompt resolutions. This is a busy and dynamic role ideal for an individual that understands both the importance delivering exceptional customer service and being a true support for their team.

ABOUT THE ROLE…

• Delivering optimal levels of customer service at all times;
• Liaising with Warehouse and Reverse Logistics teams;
• Work to achieve best in class customer service KPI’s, including NPS, CSAT, FCR and CAR;
• Providing key actionable insights from customer cases to team leader;
• Working with the team to maximise group output;
• Ensuring adherence of processes

ABOUT YOU…

Of course, we are looking for someone who is enthusiastic, energetic, and someone that understands and lives our business culture. To be successful in this role, you will have a methodical approach to issues and problem solving. As well as this, the following experience, skills and attributes will contribute to your success in the role:

• Previous experience working in a customer service and administration team
• Unconditionally high standards of customer service delivery, both face-to-face as well as by phone and e-mail
• High level of attention to detail, with an organised and methodical approach to work
• Professional telephone manner
• A results focused problem solving approach
•  Please note candidates must have unrestricted working entitlements in Australia.

GREAT BENEFITS…

• Staff discount off all True Alliance brands
• Excellent training and career opportunities
• $1,500 for every friend you refer
• Free on-site parking
• Flexible hybrid of work from home & office
• Great health & wellbeing initiatives
• Employee Assistance Program

WHO WE ARE...

True Alliance operates over 50 retail stores in a number of fast-paced, dynamic environments across Australia & New Zealand. The brands we sell include Lee, Wrangler, Riders, Speedo, Ben Sherman, Lacoste, Nautica, The North Face, Rockport, UGG… and that's just to name a few. We are passionate about what we do, and we know our product better than anyone else out there.