Hybrid Customer Care Consultant

at Kmart Australia Limited

• Job title: Customer Care Consultant
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Chadstone, Australia

About the role

• Customer Care Consultant for Kmart managing customer inquiries and complaints across multiple channels. Engaging with stakeholders to deliver exceptional service and brand representation.

Responsibilities

• Deliver exceptional customer experiences through streamlined, proactive, and consistent complaints resolution across multiple channels.
• Manage and resolve all customer complaints and enquiries for Kmart via phone and email.
• Provide clear direction and instruction to customers on product returns, store experience, online order enquiries, supporting vulnerable customers and customer complaints resolution.
• Be a brand ambassador, embodying our values and positively promoting the brand.
• Liaise with numerous stakeholders throughout the business to ensure the effective resolution of customer complaints and issues, while providing support to our in-store teams.

Requirements

• Previous experience working in a multichannel customer service environment.
• Minimum 3-4 years' experience investigating and resolving customer enquiries, including handling sensitive and high-stakes interactions and managing complex, escalated customer complaints.
• Experience in a process driven environment following strict compliance and regulatory procedures.
• Proven ability to ‘self-start’ and organise a complex workload and work to deadlines.
• Excellent communication skills and ability to empathise with customers across multiple channels.
• Strong stakeholder engagement skills.
• A proactive approach to achieving KPI’s and meeting targets.
• Experience providing detailed summaries and identifying trends in customer complaints and feedback for operational meetings and forums.

Benefits

• Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy.
• A team member discount card that gives you a discount at Kmart, Target, Officeworks and Bunnings
• Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health – with over 60 suppliers!
• We want you to feel rewarded for your commitment and hard work that's why eligible team members get the opportunity to participate in a bonus program
• We offer inclusive parental leave, and ongoing support offered though our partnership with Circle In for team members of all backgrounds and family circumstances
• A dynamic learning and support program
• Opportunity to fast track your career through our Mentor Program as a Mentee or Mentor
• A Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizes
• Great career opportunities across the broader Wesfarmers Group