Customer Service Officers

at Shaver Shop Pty Ltd
Location Melbourne, Australia
Date Posted June 6, 2021
Category Customer Service
Job Type Full-time
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Customer Service Officers Shaver Shop Pty Ltd location Melbourne.

Shaver Shop is Australia’s market leading specialist retailer in the rapidly growing personal grooming market.  Shaver shop dominates its core business of both men’s and female hair removal.  In addition to Shaver Shop’s core business, it enjoys a healthy market position across many other small electrical personal care categories such as power oral care, massagers, female beauty & hair care.

Shaver Shop currently supports its 121 corporate owned stores located across Australia and New Zealand via a Support Office team of around 52 people.   Shaver Shop requires the services of two experienced Part Time Customer Service Officers, who can help execute opportunities identified within our business and department plan.

The role based in our National Office in Chadstone, you will work closely with all departments to provide exceptional customer service across all platforms of the business including via phone, email, social media and various other online platforms – both to internal customers (stores and franchisees) and external customers.

To succeed in this fast paced and dynamic role, you should have exceptional customer service skills both verbally and written. You must be able to think outside the square but work within guidelines to uphold the best interests of the company. Most importantly, you must have a strong appreciation of how things `work’ at store level including the desire to build a rapport with all customers. You should already be a high performing candidate who has demonstrated a consistent ability to drive for results and offer an exceptional level of customer focus.  This will be a challenging role in a fast paced environment, providing you with outstanding development opportunities.

Responsibilities the below tasks and projects will become the direct responsibility of the Customer Service Support Officer on a day to day basis answer all customer enquiries via phone, email and via social media platforms with the utmost urgency. Liaise with stores to obtain solutions for all customers. Manage individual online orders from order placement to delivery on time and in full to customers.

Answer all customer general enquiries in a timely manner. Assist and support in dealing with customer issues and complaints. Processing returns and refunds of online orders. Assisting with public online product enquires. Assisting with report building on customer enquiries, trends, new opportunities for business improvements and tracking of customer complaints.

Support stores with web order and store based customer solutions. Improve efficiency of web orders whilst upholding company objectives via regular checks of aged orders, system rejected orders as well as lost parcels. Liaising with AusPost and other courier companies to ensure customers have full visibility of their orders to ensure their delivery arrives in a timely fashion. Manage individual online order enquiries from order placement to delivery on time and in full to customers. Managing customer feedback and enquiries via social media platforms such as Facebook, Instagram and Bazaar Voice.

Our values integrity we uphold the highest standards of integrity in all of our actions. Respect our people we value our people, encourage their development and reward their performance. A will to win we exhibit a strong will to win in the market place and in every aspect of our business. We’re grounded by humility and driven by ambition. Communicationwe operate with transparency by communicating internally and externally with unwavering candour, honesty and respect.

Customers First: We make every decision and measure every outcome based on our customer experience. We never settle in everything we do, we challenge our ideas of what’s possible in order to better meet the needs of our customers. Start your career with a company that inspires and empowers you to deliver your best work so you can evolve, grow and succeed today and tomorrow.