Customer Experience Specialist - eCommerce

Kogan.com; City of Melbourne; On-site; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Kogan First Membership

Team discounts

Health & Wellness program

Learning & Development

Lunch & Learns

Hackathons

Referral program

Company events & celebrations

Volunteer community engagement

Career development opportunities

Job summary

Kogan.com in Melbourne is seeking a Customer Service Representative who will deliver outstanding customer experiences by resolving queries and advocating for customers. The role emphasizes ownership, empathy, and proactive problem solving across phone and email channels.

Ideal candidates appreciate tech, fast-paced environments, and pursuing continuous improvement within an iconic ASX-listed eCommerce business. Full-time, on-site role with opportunities for learning and development.

Qualifications

• Experience resolving customer queries via Salesforce and SAP.
• Excellent written and verbal communication across phone and email.
• Tech-savvy with cloud-based tools and multiple systems.
• University Degree encouraged but not essential.
• Ability to multitask and manage multiple projects.

Responsibilities

• Resolve escalated customer queries and ensure timely resolutions.
• Provide one-on-one support to customers via email and phone.
• Process refunds, credits and replacements accurately and efficiently.
• Liaise with freight carriers to ensure prompt delivery of orders.
• Assist onboarding, shadow sessions, and capability building for overseas agents.
• Stay updated with products and trends to provide informed advice.

Job description

Kogan.com in Melbourne is seeking a Customer Service Representative who will deliver outstanding customer experiences by resolving queries and advocating for customers. The role emphasizes ownership, empathy, and proactive problem solving across phone and email channels.

Ideal candidates appreciate tech, fast-paced environments, and pursuing continuous improvement within an iconic ASX-listed eCommerce business. Full-time, on-site role with opportunities for learning and development.