Customer Care Consultant

Mulgrave, VIC
Permanent
Full-time

1 day ago

Brighter Futures Start HereWe are an inclusive team who power two of the most iconic and loved brands, Kmart and Target. We have more than 50,000 passionate individuals across our stores, distribution centres, and offices around the globe.With our brands touching the lives of almost two million customers every week, you'll feel the impact of the work you'll do every day. As a leader in the retail market, we're optimistic about our future and yours. We're changing at a rapid rate, giving you challenging work that you'll be proud of.Join the teamWe have a fabulous opportunity for a Customer Care Consultant to join our vibrant team. In this role, you will be a brand ambassador for Kmart and play a pivotal role in effectively investigating, managing, and responding to customer complaints.This is a fantastic opportunity at Kmart that provides excellent training and the support of a great team. You will liaise with numerous stakeholders throughout the business and have the opportunity to make your mark. At Kmart, there is loads of opportunity for growth and development while working in a fun and engaging teamWhat you'll be doingAs a Customer Care Consultant working for Kmart you will:

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

To be successful in this role you'll have:

Previous experience working in a multichannel customer service environment
Minimum 3 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 we'll offer you:

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

We celebrate the rich diversity of the communities in which we operate. We are committed to creating inclusive and safe environments where all our team members can contribute and succeed. We believe that all team members should feel valued, respected and safe, and strive to ensure our recruitment process is accessible and welcoming, with applications encouraged from all candidates.We encourage you to tell us about any workplace adjustments that you would like, by emailing kmartgroupcareers@kmart.com.au.If you would like to explore a career with Kmart and this sounds like the perfect role for you - apply now!#LI-Hybrid

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