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About the Role

This role is crucial for delivering outstanding customer service across APG & Co's brands, Sportscraft, SABA, and JAG. You will be the first point of contact for customers, resolving inquiries via phone, chat, and email, while also supporting retail and online channels.

Responsibilities

• Assist all customers over phone, chat and email in a timely manner, ensuring best practice and ‘on brand’ customer care.
• Accurately lodge all customer details, phone sales, feedback and queries in Zendesk.
• Assess goods for quality assurance and determine the best resolution for the customer and brand.
• Complete customer care tasks including processing return to senders, marketplace enquiries, social enquiries, competitions, fraud order management, unfinalized orders and returns, product feedback and reviews.
• Liaise with the warehouse, couriers and internal departments to resolve customer queries and proactively identify potential issues.
• Respond to customer product reviews and feedback, and report to the relevant department.
• Provide accurate and succinct reporting when required.
• Accomplish all tasks to KPI standards.
• Escalate issues to the relevant departments and Customer Care Management Team.
• Keep up to date with all new products, new seasons, and promotional activity.
• Support stores with a range of queries, escalations and customer support.
• Follow-up on outstanding orders.
• Respond to store IT Service Desk requests.
• Act as a brand ambassador representing brand values and supporting the wider team.
• Actively participate in one on one’s and coaching and training sessions.
• Support the Customer Care manager with ad hoc tasks.
• Abide by all Company Policy and Procedures.

Requirements

• 90% Satisfaction Rate
• 4 hours Average First Response Time
• 90% Call Acceptance
• 80% One-Touch Tickets
• 3 business Days Full Resolution

Skills

• Customer Support
• Zendesk
• Quality Assurance
• Reporting
• Brand Ambassadorship

Location

• Hybrid

Work Type

• Full-time
• Hybrid

Benefits

• 50% off all our brands
• Flexible working options – hybrid WFH and beautiful studio/office space
• 4pm Friday finishes and true work/life balance
• Birthday leave + monthly social events, morning teas & more
• Employee Assistance Program for you and your family
• Paid Parental Leave

About the Company

• A leader in the Australian fashion industry, APG & Co designs and manages Sportscraft, SABA and JAG.
• For over 50 years, APG & Co. has curated, grown and evolved these brands to be at the forefront of Australian fashion.
• We celebrate our history while allowing our brands to express themselves in contemporary, relevant and authentic ways.
• The working environment is dynamic, professional and passionate.
• The mission: Bringing Style to Life.
• APG & Co values working as a collective, thriving on change, and playing to win.
• We are built to last.