As an equal opportunity employer, eStore is committed to creating an inclusive and diverse workforce where all employees are encouraged to reach their full potential, and individual differences are celebrated.
What are we looking for?
The successful applicant will possess outstanding communication and interpersonal skills and will exude confidence. They will have the ability to prioritise tasks that will in turn allow a strong customer service focus to be maintained whilst supporting the day-to-day operation.
Our core values
* Customer Obsessed – When making decisions we start with the customer and work backwards from there
* High Standards – We continually strive to improve standards to support us in delivering high quality services for our customers
* Win as a Team – We are good humans and take our role of coaching others seriously.
* Raise the Bar – There is always a better way
What will you do (but not limited to)
This role will see the Customer Service Representative utilise strong relationship building skills to support and enhance the customer service function. You will have the opportunity to work alongside a fun and vibrant team within a flexible workplace and will be exposed to many facets of the business allowing for you to grow and develop.
* Handle operational customer queries and ad-hoc requests allocated to the Customer Service Representative through the ticketing system.
* Liaise internally with key stakeholders ensuring a prompt and professional service to our customers.
* Coordinate VIP order requests as raised by customers with our point-to-point courier providers, providing feedback to the operations team and the customer.
* Coordinate complex customer driven projects to deliver a positive outcome in a cost effective manner that results in high customer satisfaction, meeting requested timelines for deliverable project items.
* Reporting to the Customer Service Manager, you will perform other tasks as directed to ensure a positive customer service outcome for our customers and eStore Logistics.
What skills/Qualifications will you have?
* 3 + years' current experience within a customer service Centrr
* Experience working in a fast-paced environment
* Strong attention to detail, strong analytical skills and proven problem solving ability
* Sound communication skills, both oral and written
* Strong computer skills including, but not limited to, Google, MS Excel/PowerPoint and ticketing and reporting software e.g Hubspot (preferred) and SCALE (desired)
* Conflict resolution skills
* Good motivation and interpersonal skills
* Highly organised, self disciplined and able to juggle competing priorities effectively under time pressures
* Understanding of the concept of providing a service to a customer, in a third-party eCommerce environment
* Ability to establish and maintain effective rapport with internal and external stakeholders
* Prepared to undertake any additional training to complement the operation
* Comfortable working in a warehouse dock office environment and collaborating closely with warehouse operations teams.
Must have reliable transport due to location.
Who are we?
eStore Logistics is the market leading eCommerce and omni-channel third-party Logistics provider (3PL). We are a tech enabled logistics leader, having a strong reputation as the trusted fulfilment partner for our clients which include Australia's largest pure play online retailer, Australia's largest online furniture retailer, more than 10 of Australia's top 50 eCommerce businesses and many iconic retailers which have a retail store and eCommerce presence.
We are a team of energetic professionals with a key focus on rapid growth and expansion, through investing in and empowering our people to achieve excellence.
The business is rapidly expanding and currently has 7 fulfilment centres (FC) across Australia. eStore Logistics has recently introduced Australian‐first goods to person picking technology that utilises autonomous mobile robots at its Victorian sites and continues to cement itself as a market leader in the 3PL space. We set the bar high, are outcome‐focused and love action‐oriented people who are obsessed with great outcomes! We embrace change, as there are no maps for where we are going. This isn't for everyone.
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