About the Company
Catch.com.au, part of the Wesfarmers Digital ecosystem, is one of Australia’s leading online retailers, offering an extensive range of products across fashion, home, electronics, groceries, and more. We are a fast-growing brand committed to providing an exceptional online shopping experience, driven by innovation and a customer-first approach. Join our dynamic team as we continue to expand and delight millions of customers across Australia.
Job Description
Are you a natural communicator with a passion for helping customers? Catch.com.au is seeking a dedicated and enthusiastic E-commerce Chat Specialist to join our fast-paced customer service team. This is an immediate start, full-time opportunity based in Burnie, Tasmania. You will be the friendly voice and helpful guide for our customers, resolving inquiries, providing product information, and ensuring a seamless online shopping experience through live chat and digital communication channels. If you thrive in a dynamic environment and love solving problems, we want to hear from you!
Key Responsibilities
- Engage with customers via live chat, email, and other digital platforms to resolve inquiries promptly and efficiently.
- Provide accurate product information, order status updates, and assistance with website navigation.
- Handle customer complaints, provide appropriate solutions and alternatives within service level agreements, and follow up to ensure resolution.
- Process returns, exchanges, and refunds in accordance with company policies.
- Identify and escalate complex issues to senior team members when necessary.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
- Contribute to the continuous improvement of customer service processes by providing feedback and insights.
- Stay updated on product knowledge, promotions, and company policies.
Required Skills
- Excellent written communication skills with strong grammar and spelling.
- Proficiency in typing and navigating multiple systems simultaneously.
- Proven ability to manage multiple chat conversations efficiently.
- Strong problem-solving skills and attention to detail.
- Customer-focused mindset with a positive and empathetic attitude.
- Ability to work effectively in a fast-paced and team-oriented environment.
- Basic computer literacy and comfort with e-commerce platforms.
Preferred Qualifications
- Previous experience in a customer service role, preferably in an e-commerce or retail environment.
- Familiarity with CRM software and live chat tools.
- A genuine interest in online shopping and retail trends.
Perks & Benefits
- Competitive salary and opportunities for career growth.
- Access to a wide range of employee discounts on Catch.com.au products.
- Supportive and collaborative team environment.
- Ongoing training and professional development.
- Modern office facilities in Burnie, Tasmania.
- Contribution to a leading Australian e-commerce brand.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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