Experienced Customer Service Representative | Dayshift (2x onsite - 3x wfh)

ZigZag is looking for an Experienced Customer Service Representative to join our team!

*Candidates must be willing to work on a hybrid setup: 2x onsite, 3x work from home

*Working schedule is 6am to 3pm Manila time

About our Client

Our client is an Australian Fashion House creating luxury-inspired products designed for headstrong, fearless women worldwide!

They currently sell their brand to over 1000 Wholesale Clients worldwide, including online retailers like ASOS, Revolve, Shopbop, Urban Outfitters, David Jones, The Iconic, Princess Polly, and the list goes on! Their clothing is worn by global A-list celebrities and influencers worldwide.

Utilising your previous customer service experience, you have the ability to handle a large volume of work assisting with online queries, complaints and resolutions via email and live chat. Overall, you will be responsible for creating the best customer experience possible. This is a fast-paced environment that offers growth and progression opportunities.

Main Responsibilities:

1. Manage inbound and outbound customer enquiries across all platforms, including email, website, and live chat.
2. Deliver timely and professional customer support through the live chat platform, ensuring a seamless online experience.
3. Coordinate internal and external follow-ups to resolve customer enquiries efficiently.
4. Consistently meet or exceed KPIs while upholding a high standard of service across all responsibilities.
5. Provide exceptional customer service via the website, with a strong focus on driving conversions and fostering customer loyalty.
6. Accurately process refunds and credit notes, aiming to maximise customer satisfaction.
7. Handle escalated customer complaints with urgency and professionalism, working closely with the Customer Service Manager and Technical Project Manager to achieve resolution and customer happiness.
8. Provide regular, constructive feedback and customer insights to the Customer Service Manager and Technical Project Manager, including actionable recommendations for service or process improvements.
9. Manage customer service-related tasks for Loop Returns, DHL Express, and Australia Post, including correspondence and follow-ups.
10. Monitor, identify, and report on trends in customer enquiries to inform the wider Digital Team.
11. Support ad hoc eCommerce and administrative tasks as needed.
12. Collaborate closely with the in-house Warehouse Team to address and resolve customer issues effectively.
13. Uphold brand policies and values in every customer interaction to achieve the best outcomes for all parties.
14. Liaise with courier partners to respond to shipping-related queries and ensure timely updates.
15. Provide support on team projects and reporting duties as directed by leadership.
16. Proactively mentor and support junior team members, helping them develop their product knowledge, tone, and service skills.
17. Take initiative in leading or supporting team functions, both in the absence of the Customer Service Manager or Senior CS Representative, and as needed to ensure smooth operations.
18. Contribute to the development and improvement of internal processes and knowledge base content to enhance team efficiency and consistency.
19. Confidently use Excel and Google Sheets to support daily operations and reporting, with strong proficiency in digital tools and platforms.

The successful applicant will have:

1. Over 3 years experience in a similar role or strong retail experience.
2. A passion for delivering exceptional customer experiences and driving team performance.
3. A positive, proactive attitude with strong interpersonal skills to collaborate with both customers and team members.
4. Advanced problem-solving skills and a focus on identifying opportunities for improvement.
5. Patience and empathy to engage customers and address their needs effectively.
6. A commitment to personal and team growth, with the ability to support and guide junior team members (mentoring experience is a plus).
7. A strong work ethic, with a focus on achieving KPIs and team goals.
8. Ability to communicate in a brand-aligned, professional tone.
9. Excellent written and verbal communication skills with attention to detail.
10. The ability to multitask in a fast-paced environment without compromising service quality.