Customer Service Representative Opportunities

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 representingKogan.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 withKogan.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!