About the Company
Kogan.com is a pioneering Australian e-commerce company, renowned for its diverse range of products across electronics, home goods, fashion, and more. We pride ourselves on innovation, competitive pricing, and delivering exceptional value to our customers. As a fast-growing brand, we are constantly expanding our team to meet the demands of our dynamic online marketplace and maintain our position as a leader in Australian retail.
Job Description
We are seeking a proactive and customer-focused E-commerce Chat Specialist to join our dynamic team in Wyong. In this role, you will be the first point of contact for our online customers, providing expert support and solutions through our live chat platform. You will play a crucial part in ensuring a seamless shopping experience, resolving inquiries, and contributing to overall customer satisfaction in a fast-paced e-commerce environment. This is an immediate start position for a motivated individual ready to make an impact.
Key Responsibilities
- Manage and respond to customer inquiries via live chat in a timely and professional manner.
- Provide accurate product information, order status updates, and assistance with website navigation.
- Resolve customer issues, including returns, exchanges, technical support, and billing discrepancies, efficiently and effectively.
- Identify opportunities to upsell or cross-sell products based on customer needs.
- Document customer interactions and feedback accurately in our CRM system.
- Collaborate with other departments (e.g., logistics, product teams) to resolve complex customer issues.
- Contribute to the continuous improvement of our customer service processes and knowledge base.
- Maintain a high level of customer satisfaction and achieve key performance indicators (KPIs).
Required Skills
- Excellent written communication skills with strong grammar and spelling.
- Proven experience in a customer service role, preferably in an e-commerce or online environment.
- Proficiency with live chat software and CRM systems.
- Strong problem-solving abilities and a calm demeanor under pressure.
- Ability to multitask and manage multiple chat conversations simultaneously.
- High level of empathy and a genuine desire to help customers.
- Familiarity with e-commerce platforms and online shopping processes.
- Reliable internet connection and a dedicated workspace.
Preferred Qualifications
- 1-2 years of experience specifically in an e-commerce chat support role.
- Experience with Zendesk, Intercom, or similar customer support platforms.
- Knowledge of common e-commerce logistics and payment processes.
- A passion for online shopping and familiarity with Kogan.com's product range.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive superannuation contributions.
- Generous employee discounts across Kogan.com's extensive product range.
- Opportunities for professional development and career advancement within a rapidly growing company.
- A supportive and collaborative team environment.
- Modern office facilities in Wyong with amenities.
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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