Customer Service Representative - Full Time

Kogan; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Kogan First Membership

Team discounts

Health & Wellness program

Learning & Development

Lunch & Learns

Hackathons

Referral program

Company events

Volunteer program

Career development opportunities

Job summary

Kogan.com is seeking customer-focused team members to join its Melbourne-based Customer Care team. You will resolve escalated queries using Salesforce and SAP, support customers via email and phone, and process refunds and replacements with accuracy and empathy.

You'll collaborate with freight carriers, work with internal teams to improve the customer experience, and stay updated on products. The role supports onboarding for overseas agents and offers a dynamic, fast-paced environment.

Qualifications

• Experience with customer service tools and CRM platforms.
• Ability to resolve escalated queries with empathy.
• Strong written and verbal communication.

Responsibilities

• Taking ownership of escalated queries and resolving via Salesforce, SAP, phone and other systems.
• Providing one-on-one support to customers via email and phone with professionalism.
• Processing refunds, credits and replacements accurately and efficiently.
• Liaising with freight carriers to ensure prompt delivery.
• Collaborating with internal teams to improve the customer experience.
• Staying up to date with Kogan.com products and trends to advise customers.
• Contributing to smooth operation of the Customer Care team with accuracy and efficiency.
• Assisting with creation, testing, documentation and rollout of new processes.
• Supporting onboarding, shadow sessions, and capability building for overseas agents.

Skills

Customer service

Communication

Problem solving

Multitasking

Education

University degree (highly regarded)

Tools

Salesforce

SAP

Job description

We're looking for customer-centric and solutions-focused team members to help drive the Kogan.com experience! Our Customer Care team is our direct eyes and ears to our customers, and the feedback that they receive helps us to constantly improve the Kogan.com customer experience. By striving to make every customer experience a positive one, they're able to facilitate the growth of our business! In this role, you’ll be responsible for delivering an outstanding customer experience by resolving queries, supporting best practice, and acting as a strong advocate for our customers. Whether you're a recent graduate to kick off their career or have a passion for tech and exceptional customer experiences, this is a fantastic role to work within a dynamic, fast-paced and innovative space and be part of an iconic, ASX listed eCommerce business!

In this role you'll be responsible for:

• Taking ownership of escalated customer queries and issues, ensuring timely and effective resolution via Salesforce, SAP, phone and other systems.
• Providing one-on-one support to customers via email and phone, always representing Kogan.com with professionalism and empathy.
• Processing customer refunds, credits and replacements accurately and efficiently.
• Liaising with freight carriers to ensure prompt and reliable delivery of orders.
• Collaborating with internal teams to resolve queries and identify opportunities to improve the customer experience.
• Staying up to date with Kogan.com products and trends to provide informed advice to customers.
• Contributing to the smooth operation of the Customer Care team by ensuring all tasks are completed with accuracy and efficiency.
• Assisting with the creation, testing, documentation and rollout of new processes
• Supporting training and development by assisting with onboarding, shadow sessions, and capability building for overseas agents.

To be successful in this role, you should be:

• A University Degree will be highly regarded, but is not essential
• Customer centric and willing to go above and beyond to ensure our customers have an exceptional experience
• An effective and empathetic communicator. You'll be able to articulately and clearly engage via different channels, including phone and email
• Tech-savvy and ability to use various IT and cloud-based tools to improve efficiency and productivity
• Have an excellent attention to detail, with an ability to move through volume tasks with accuracy and efficiency
• An excellent multitasker – you’ll be managing multiple projects and priorities at once, keeping everything on track without missing a beat
• Ready to challenge, be challenged, and work within our highly disruptive business model.

Why Kogan.com?

• Work with an incredible team to solve important challenges, helping to drive Australia and New Zealand’s eCommerce future
• Your role has a lot of ownership, autonomy and little red tape
• You’ll be empowered to achieve positive outcomes and your work will have a real impact
• You’ll be at the forefront of the eCommerce industry with us and be part of a company that are the Pioneers of eCommerce in Australia
• Be an Intrepreneur, playing a hands on role in shaping our strategy at our HQ
• A range of employee benefits such as; complimentary Kogan First Membership, team exclusive discounts, Health & Wellness program, Learning & Development and Lunch & Learns, Hackathons, Team member referral program, Company and team events and celebrations, community engagement (volunteering) and extensive career development opportunities plus loads more!

About Us

We’re Kogan.com, Pioneers of eCommerce in Australia. At Kogan.com we offer rewarding careers, where you build your skills, are mentored by the best in the industry and get to share your expert knowledge in an innovative Company where your ideas and opinions count. You get to solve really important challenges to drive eCommerce’s future, and get to do it with a great team culture and benefits! Join Kogan.com to master your craft, do your best work, make a real difference and work with the best. At Kogan.com, your work will have an immediate impact on transforming the Australian and New Zealand retail environment.

All new Kogan.com team members are required to undergo a National Police Record check and must have full-time Australian working rights