Customer Service Representative (Casual)

Customer Service Representative (Casual)

Since 2011, THE ICONIC has redefined the future of retail in Australia and New Zealand. As the #1 fashion e-commerce destination in the region, our e-commerce platforms (Retail, Marketplace and Services) provide an inspiring and seamless end-to-end customer experience. We DREAM BIG through collaboration and innovation, and are supported to bring incredible ideas to life. We believe in making a positive difference by bringing on the future of shopping to our customers through the power of fashion, sports, home and beauty.

We are a diverse and dynamic community of over 1,000 people working towards a common goal. This diversity is at the heart of everything we do and gives real meaning to our purpose “To bring on the future of shopping”. This diversity is at the heart of everything we do and gives real meaning in creating a positive impact in the world, from our ethical sourcing and sustainability strategies to our community engagement and diversity.

Customer Service at THE ICONIC

Our team is a group of dedicated professionals who have been recognised for their innovative approach to customer service and their commitment to delivering excellence in customer satisfaction.

Our goal is to provide each and every one of our customers with an effortless experience. We hold ourselves to high standards in our service levels, while always having fun! It’s one of the primary departments within THE ICONIC that has touchpoints with almost every aspect of the business.

A bit about the role

Be the first point of contact for all customer queries. Responsible for providing exceptional customer service to our valued customers and ensuring a positive shopping experience.

• Respond to customer inquiries, including complaints and concerns via phone, email and Messaging in a timely and professional manner.

• Provide product or customer experience information and assist customers with any order related inquiries

• Ensure customer satisfaction by following up on customer inquiries and ensuring customer needs are met

• Maintain a high level of THE ICONIC’s end to end customer experience knowledge and stay up-to-date with any training and/or team initiatives

What it Takes:

Experience and Skills:

• Communication Skills: Strong verbal and written communication skills, able to articulate information clearly and effectively to customers over phone, email, and messaging.

• Customer-Centric: Ability to prioritise customer satisfaction, possess a positive and empathetic attitude, and provide a high level of customer service.

• Problem-Solving: Proven ability to effectively handle customer inquiries and complaints, and find solutions to customer problems.

• Technical Proficiency: Familiarity with the company's website and technology, as well as basic computer skills and the ability to navigate various software programs, experience with Zendesk is advantageous.

• Time Management: Ability to multitask and prioritise tasks in a fast-paced environment, while meeting or exceeding performance metrics and customer service standards.

• Performance driven mindset: strong track record of meeting and exceeding KPIs, for example CSAT, productivity and quality.
Product Knowledge: Good understanding of the company's products, services, and policies, and ability to assist customers with any end to end customer experience inquiries .

• Team Player: Ability to work collaboratively with team members, demonstrate flexibility and adaptability, and support the team to achieve common goals.

• Flexibility: Ability to work a flexible schedule that may include weekends and holidays, to meet the demands of the business and customer needs.

• Adaptability: Ability to adapt to changes in company policies, procedures, and technology, demonstrating a positive and proactive attitude towards growth and improvement.

• Passion for Fashion: An interest and passion for fashion, with a desire to stay up-to-date on industry trends and product offerings.

Additional Information

We are committed to providing reasonable arrangements to all individuals participating in our application and interview process, and while performing job functions. If you require any accommodations or adjustments prior to the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly: [email protected]