About the Company
The Iconic is Australia and New Zealand’s leading online fashion and sports retailer. Launched in 2011, we have grown rapidly to become the go-to destination for fashion and lifestyle, offering a vast array of local and international brands. We are driven by innovation, customer satisfaction, and a passion for fashion, aiming to redefine the retail experience through technology and exceptional service.
Job Description
Join our dynamic Customer Experience team at The Iconic as an E-commerce Chat Specialist. In this role, you will be the first point of contact for our valued customers, providing exceptional support through live chat channels. You’ll resolve inquiries, offer product recommendations, and ensure a seamless shopping experience. This is an exciting opportunity to contribute to a fast-growing brand and make a direct impact on customer satisfaction, starting immediately.
Key Responsibilities
- Provide real-time support to customers via live chat, addressing a wide range of inquiries including order status, product information, returns, and technical assistance.
- Maintain a high level of product knowledge across our extensive catalog to offer accurate and helpful recommendations.
- Resolve customer issues efficiently and empathetically, escalating complex cases to relevant teams when necessary.
- Document all customer interactions accurately in our CRM system.
- Contribute to improving chat support processes and customer satisfaction metrics.
- Collaborate with other customer service channels and departments to ensure a consistent and positive brand experience.
Required Skills
- Excellent written communication skills with a friendly and and professional tone.
- Strong problem-solving abilities and attention to detail.
- Ability to multi-task and manage multiple chat conversations simultaneously.
- Proficiency with modern chat platforms and CRM systems.
- A passion for customer service and e-commerce.
- Ability to work in a fast-paced environment and adapt to changing priorities.
Preferred Qualifications
- Previous experience in a customer service role, particularly in e-commerce or retail via chat.
- Familiarity with fashion, sports, or lifestyle products.
- Experience with Zendesk, Intercom, or similar customer support software.
- A proactive and positive attitude.
Perks & Benefits
- Competitive salary and benefits package.
- Generous employee discounts on our wide range of products.
- Opportunity for career growth and professional development in a leading e-commerce company.
- Vibrant and supportive team culture.
- Hybrid work model for flexibility.
- Access to wellness programs and initiatives.
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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