AddressCustomer Care Representative
We are Strand. The unshakeable House of Fashion Travel, going places since 1927. We are doers; creators, innovators, and curators of new beginnings.
Formerly known as Strandbags, we are Australia’s leading handbag and luggage retailer with a fast-evolving network of 260+ stores – and this is only the beginning. Through innovation and a first-movers approach, we are shaping a global company that drives innovation and opportunities.
Our unique team has a rich history of experiences that make up who we are today. We are a collective of experts who are constantly evolving, soaring out of our comfort zone, and have a thirst to engage and inspire people with the stories, initiatives, and direction that bring out the best in themselves and others.
As a Customer Care Representative at Strand you will be an integral part of our customer-centric team. You'll play a crucial role in ensuring our customers receive the best service experience, resolving their inquiries and issues, and maintaining our high standards of satisfaction.
What you will be doing!
- Respond to customer inquiries via phone, email, and live chat in a professional and friendly manner.
- Provide accurate and timely information about our products, services, and policies.
- Assist customers with order placement, tracking, and returns, ensuring a seamless experience.
- Resolve customer concerns and complaints efficiently, striving for first-contact resolution.
- Collaborate with other departments to escalate and resolve complex issues.
- Contribute to the development and improvement of customer service procedures and processes.
We offer 1 day working from home with this role with the remainder of the 4 days spent in the office with the rest of the team.
What’s in It for you!
- Fantastic Pyrmont location, brand new modern office
- Hybrid & Flexible Working Arrangements
- Career growth and investment in your development
- Flexible working policy
- Amazing culture
- Supportive leader
- 40% staff discount on all store products
- Birthday leave
- Enrolment in our company-wide Service Recognition Program
- Employee referral incentive scheme
- Access to a 24/7 Employee Assistance Program
Who are you?
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and a customer-focused attitude.
- Patience and empathy when dealing with customer issues.
- Proven experience in a customer service or related role
- Proficiency in using customer service software and CRM systems (experience in Gorgias is a plus).
- Ability to work in a fast-paced environment and handle a high volume of customer inquiries.
- Availability to work flexible hours, including weekends and holidays, is required.
At STRAND we believe in putting people first. We work hard to ensure we are collaborative, humble and results-driven. We focus on being customer-obsessed so we can deliver the best product and experience at every customer touchpoint.
