About the Company
Harvey Norman is a prominent Australian retailer of electronics, furniture, and bedding, with a significant online presence. They are known for providing quality products and excellent customer service, striving to connect customers with the best solutions for their homes and lives. As a rapidly growing brand online, we are dedicated to enhancing our digital customer experience.
Job Description
We are seeking a highly motivated and customer-focused E-commerce Chat Specialist to join our dynamic online customer support team. In this hybrid role, you will be the first point of contact for our online customers, providing real-time assistance, product information, and solutions via our live chat platform. This role requires exceptional written communication skills and a passion for delivering outstanding customer service in a fast-paced e-commerce environment.
Key Responsibilities
- Engage proactively and professionally with customers via live chat to answer inquiries and provide support.
- Provide detailed product information, recommendations, and assistance with product selection.
- Efficiently resolve customer issues, complaints, and service requests to ensure satisfaction.
- Assist customers with order tracking, returns, exchanges, and post-purchase support.
- Identify opportunities to upsell and cross-sell products, contributing to sales targets.
- Maintain accurate customer records and chat logs within our CRM system.
- Collaborate with other departments to escalate complex issues and ensure timely resolution.
- Strive to achieve high customer satisfaction scores and maintain our brand's reputation for excellent service.
Required Skills
- Excellent written communication and typing skills.
- Strong problem-solving abilities and a customer-first mindset.
- Familiarity with e-commerce platforms and online shopping processes.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Proficiency in English.
Preferred Qualifications
- Previous experience in a customer service role, particularly in live chat or online support.
- Experience with CRM software or ticketing systems.
- A good understanding of retail products, especially electronics, home appliances, or furniture.
- A proactive, empathetic, and resilient attitude.
Perks & Benefits
- Competitive annual salary package.
- Exclusive employee discounts across a wide range of products.
- Comprehensive training and ongoing professional development opportunities.
- A modern, collaborative office environment in Rockhampton for on-site days.
- Clear pathways for career growth and advancement within a leading national retailer.
- The chance to be part of a supportive and friendly team.
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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