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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.