Customer Care Consultant
Kmart Australia Limited
full-time
Posted on:
Location Type: Hybrid
Location: Chadstone • Australia
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About the role
- Deliver exceptional customer experiences through streamlined, proactive, and consistent complaints resolution across multiple channels.
- Manage and resolve all customer complaints and enquiries for Kmart via phone and email.
- Provide clear direction and instruction to customers on product returns, store experience, online order enquiries, supporting vulnerable customers and customer complaints resolution.
- Be a brand ambassador, embodying our values and positively promoting the brand.
- Liaise with numerous stakeholders throughout the business to ensure the effective resolution of customer complaints and issues, while providing support to our in-store teams.
Requirements
- Previous experience working in a multichannel customer service environment.
- Minimum 3-4 years' experience investigating and resolving customer enquiries, including handling sensitive and high-stakes interactions and managing complex, escalated customer complaints.
- Experience in a process driven environment following strict compliance and regulatory procedures.
- Proven ability to ‘self-start’ and organise a complex workload and work to deadlines.
- Excellent communication skills and ability to empathise with customers across multiple channels.
- Strong stakeholder engagement skills.
- A proactive approach to achieving KPI’s and meeting targets.
- Experience providing detailed summaries and identifying trends in customer complaints and feedback for operational meetings and forums.
Benefits
- Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy.
- A team member discount card that gives you a discount at Kmart, Target, Officeworks and Bunnings
- Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health – with over 60 suppliers!
- We want you to feel rewarded for your commitment and hard work that's why eligible team members get the opportunity to participate in a bonus program
- We offer inclusive parental leave, and ongoing support offered though our partnership with Circle In for team members of all backgrounds and family circumstances
- A dynamic learning and support program
- Opportunity to fast track your career through our Mentor Program as a Mentee or Mentor
- A Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizes
- Great career opportunities across the broader Wesfarmers Group
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer complaints resolutionmultichannel customer serviceinvestigating customer enquirieshandling sensitive interactionsmanaging escalated complaintsprocess driven environmentcompliance proceduresidentifying trends in customer feedbackproviding detailed summaries
Soft Skills
excellent communication skillsempathystrong stakeholder engagementself-startingorganizing complex workloadproactive approachmeeting targetsworking to deadlines