About the Company
Catch.com.au, part of the Wesfarmers Group, is one of Australia’s largest and fastest-growing online retailers. We are dedicated to providing an unparalleled shopping experience, offering a vast range of products from fashion and electronics to home goods and groceries, all at competitive prices. Our mission is to make online shopping convenient, enjoyable, and accessible for all Australians. We foster a dynamic and innovative work environment where customer satisfaction is at the heart of everything we do, and we empower our teams to deliver exceptional service.
Job Description
We are seeking an enthusiastic and customer-focused E-commerce Chat Specialist to join our rapidly expanding team in Berri. In this role, you will be the first point of contact for our valued customers, providing real-time support and solutions via our online chat platform. This is a fantastic opportunity for someone with excellent communication skills, a knack for problem-solving, and a passion for delivering outstanding customer service. You will play a crucial role in enhancing the customer journey, resolving queries, and contributing to the overall success of Catch.com.au.
Key Responsibilities
- Manage and respond to multiple customer chat inquiries simultaneously in a timely and professional manner.
- Provide accurate information regarding products, orders, shipping, returns, and company policies.
- Troubleshoot and resolve customer issues effectively and efficiently, escalating complex cases when necessary.
- Maintain a high level of customer satisfaction by delivering a positive and empathetic experience.
- Identify and document common customer questions and feedback to contribute to knowledge base improvements.
- Collaborate with internal teams, including logistics and product, to ensure seamless customer support.
- Adhere to company guidelines and service level agreements (SLAs) for chat response times and quality.
Required Skills
- Exceptional written communication and grammar skills.
- Ability to type quickly and accurately.
- Strong problem-solving abilities and attention to detail.
- High level of empathy and a customer-centric approach.
- Proficiency in using web-based applications and multitasking across multiple systems.
- Ability to work effectively in a fast-paced and dynamic environment.
Preferred Qualifications
- Previous experience in a customer service or e-commerce role.
- Familiarity with CRM software or chat support platforms.
- Knowledge of online retail operations and common customer service scenarios.
- A passion for e-commerce and understanding of current online shopping trends.
Perks & Benefits
- Competitive hourly rate and superannuation.
- Opportunities for career growth and professional development within a leading e-commerce brand.
- Generous employee discounts across a wide range of products.
- Access to a comprehensive employee assistance program.
- A supportive and collaborative team environment.
- Paid annual leave and sick leave.
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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