Customer Service Executive

Job Description

Our client is a leading international online retailer with a strong presence in Australia, New Zealand, and South-East Asia. They operate under multiple renowned brands, offering customers access to premium products at discounted prices.

They are now seeking a motivated and customer-focused Customer Service Executive to deliver exceptional email-based support to customers, sellers, and suppliers.

Job Responsibilities:

• Deliver professional and efficient first-level email support to customers, sellers, and suppliers.
• Take ownership of customer inquiries, ensuring timely and effective resolution.
• Address customer complaints, escalate issues to relevant teams when necessary, and follow up to ensure resolution.
• Coordinate with suppliers, sellers, and warehouse teams to manage deliveries, short shipments, warranty claims, and related issues.
• Provide customers with accurate updates regarding their inquiries.
• Uphold strict confidentiality standards for customer information.
• Inform the team manager of any significant customer or supplier concerns.
• Consistently meet and exceed productivity and customer satisfaction KPIs.
• Perform additional administrative duties as required.

Requirements

• At least 2 years of experience in a customer service role, ideally in a high-volume email or live chat environment.
• Must have an Online Retail Industry experience.
• Proven ability to communicate effectively and professionally resolve issues.
• Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines.
• Must provide a proactive approach to problem-solving and achieving performance targets.
• Proficiency in Microsoft Office or Google applications at a basic to intermediate level.
• Ability to quickly learn and execute tasks based on training manuals.
• Experience working in fast-paced, team-oriented environments.

Benefits

• ​Permanent work-from-home set-up
• Dayshift (Australian business hours)
• Full-time job
• Annual leave
• HMO
• Christmas Bonus equivalent of 1 month's wage (pro-rata)