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Form of workFORCAST has the opportunity to hire new talent to join our Digital Team in the role of Customer Care Representative, on a full-time basis. Your primary responsibility will be assisting FORCAST customers to have an exceptional shopping and brand experience across online and in-store, by responding to all enquiries promptly and resolving issues effectively.
The successful candidate must possess experience in a customer service based role preferably in fashion and demonstrate ability to resolve customer issues & enquiries with a can-do attitude. The role requires exceptional customer service skills, high level of accuracy and attention to detail.
What you'll be doing:
- Conducting receptionist duties at our HQ: answering phone calls, taking messages, screening and directing calls to the relevant departments.
- Responding and proactively finding solutions to all customer enquiries received via phone and our CRM platform Zendesk.
- Assessing & processing online customer returns (refunds and exchanges)
- Supporting in the processing of online orders by following security protocol and resolving barriers to dispatch.
- Engaging and assist online shoppers via live chat, phone and email with order enquiries, product knowledge, styling/gifting choices and virtual appointments.
- Greeting guests at reception and allocating them to the correct team member.
An ideal candidate with have the following:
- Proficiency in Google and Microsoft Office
- Excellent communication and exceptional customer service skills.
- Previous experience in customer service is favourable e.g. in retail, call centres, hospitality or similar
- Exceptional time management and organisational skills with an eye for detail
- Ability to coordinate and execute all given tasks with a can-do attitude
- Experience in Zendesk (favourable)
- Experience in AP21 (favourable)
- Retail experience (preferred)
