Customer Service Representative

Job description

About the Client

The Client is an Australian Fashion House creating sexy, luxury-inspired products designed for headstrong, fearless women worldwide! They currently sell the brand to over 1000 Wholesale Clients worldwide including online retailers like ASOS, Revolve, Shopbop, Urban Outfitters, David Jones, The Iconic, Princess Polly, and the list goes on! Our clothing is worn by global A-list celebrities and influencers worldwide.

About the Role

The Customer Service Representative is a vital role responsible for managing customer interactions and ensuring exceptional service across multiple channels. This role involves handling customer inquiries, managing tickets, contributing to team training and development, and providing feedback for continuous improvement.

This position reports directly to the Customer Service Manager and plays a crucial role in supporting the overall effectiveness and efficiency of the customer service team. The Customer Service Representative is expected to handle daily responsibilities with professionalism, contribute to team goals, and help maintain a high level of customer satisfaction.

ROLE AND RESPONSIBILITIES

The description below includes the broad ongoing functions related to the role, however does not limit the scope of work which may be asked of the role. The key performance indicators (KPIs) are in bold and indicate the core minimum competencies to be demonstrated within the role.

• Core Functions

  • Customer Interaction: Ensure customer interactions are handled professionally, empathetically, and efficiently. Maintain daily ticket targets and handle inbound and outbound inquiries across all platforms, including email, website, and live chat. Ensure prompt and professional responses to customer inquiries, adhering to established SLAs, while meeting the set KPIs
  • Customer Satisfaction & Escalation: Actively assist and collaborate with team members to ensure overall team success. Help investigate and resolve customer service complaints alongside the Assistant Team Lead and Customer Service Manager.
  • Collaboration and Adherence to Brand Standards: Adhere to brand policies and established internal guidelines to resolve issues effectively. Work closely with the Warehouse Team to ensure smooth operations and resolve customer inquiries. Monitor returns, exchanges, and voids, ensuring authentication and proper handling. Assisting with refunds and credit notes to maximise customer satisfaction an happiness.
  • Meeting the Additional Customer Service Metrics: Below are the additional

  metrics, but not limited to, due to constant improvement being implemented within the

  team. Therefore, below targets could change depending on business needs.

  • Average Response Time
    • The average time taken to respond to customer inquiries across both channels, which would help us in identifying workflows that require improvement for better efficiency.
    • Target in Chat: less than 5 mins
    • Target in Email: 24 hours
  • Average Resolution Time
    • Measures the average duration to fully resolve customer issues from initial contact to final resolution, which would help us to ensure quick resolution, increase efficiency, and prevent escalations or complaints in our social channels.
    • Target in Chat: 15 minutes
    • Target in Email: 24 hours
  • Average Handling Time/Interaction Time in Chat
    • Measures the average duration spent managing and resolving customer inquiries during a chat session, which would help us to maintain customer satisfaction by providing prompt service via our live channel.
    • Target in Chat: less than 10 minutes
  • Customer Service Satisfaction Survey
    • Measures the level of satisfaction customers have with the service they received from the customer service. This KPI provides insight into the quality of customer service and areas for improvement.
    • The initial set the target for individual agents at 80%. This target may be adjusted as more data is collected over time.

• Ongoing Responsibilities

  • Team Assistance and Support: Provide assistance to the other team members by ensuring to address any questions that they may have related to our internal processes and how to handle ticket enquiries.
  • Ad-hoc Duties: Perform tasks incidental or supplementary to core functions as requested by management. Demonstrate responsibility and commitment by completing assigned tasks accurately and on time.
  • Feedback & Improvement: Provide feedback and insights to the Customer Service Manager and A/ IT & Technical Projects Manager. Offer recommendations for enhancing the customer experience and service processes.

Who You Are:

• Over 3 years experience in a similar role or strong retail experience.
• A passion for delivering exceptional customer experiences and driving team performance.
• A positive, proactive attitude with strong interpersonal skills to collaborate with both customers and team members.
• Advanced problem-solving skills and a focus on identifying opportunities for improvement.
• Patience and empathy to engage customers and address their needs effectively.
• A commitment to personal and team growth, with the ability to support and guide junior team members (mentoring experience is a plus).
• A strong work ethic, with a focus on achieving KPIs and team goals.
• Ability to communicate in a brand-aligned, professional tone.
• Excellent written and verbal communication skills with attention to detail.
• The ability to multitask in a fast-paced environment without compromising service quality.

ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.

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