Customer Service Representative

We are Woolworths Group

We are the Woolworths Group, 200,000+ passionate individuals committed to creating better experiences together for a better tomorrow. As Australia and New Zealand's largest retailer, encompassing iconic brands like Woolworths Supermarkets and Big W, we relentlessly innovate to serve over 24 million customers weekly. If you're ready to shape a better future, join our supportive, flexible, and inclusive culture, offering immense opportunities to grow and make a real impact.

As a Customer Service Representative, your primary role is to provide exceptional customer support and ensure a positive experience customer within the platform. You will serve as the main point of contact for customers, addressing their inquiries, resolving issues, and facilitating smooth transactions. Your excellent communication skills, problem-solving abilities, and knowledge of the policies and procedures will be instrumental in delivering high-quality customer service and maintaining the reputation of the marketplace.

Responsibilities

Email and/or Phone Management: Respond to customer inquiries, complaints, and requests received via email promptly and professionally, adhering to established response time standards.

Order Management: Assist customers with order-related inquiries, including order status, tracking, cancellations, modifications, and returns. Provide accurate and timely information to customers regarding their online purchases.

Issue Resolution: Identify customer issues and concerns accurately, troubleshoot problems, and resolve them effectively to ensure customer satisfaction.

Customer Relationship Management: Build rapport and establish trust with customers by demonstrating empathy, patience, and professionalism. Maintain a friendly and positive attitude throughout all interactions.

Escalation Management: Identify and escalate complex or unresolved issues to the appropriate teams or supervisors, ensuring timely resolution and customer satisfaction.

Requirements

Availability and willingness to work full-time on-site is required.

Proven experience in a customer service role, preferably in the e-commerce industry.

Ability to multitask and work effectively in a fast-paced environment.

Active listening and problem-solving abilities

Strong interpersonal skills and ability to build rapport with customers.

Flexibility to work shifts, including, weekends, and holidays, as needed.

Experience with Zendesk ticketing software and eCommerce is a plus.