Customer Service Agent - WWG

Customer Service Agent
 

We are the Woolworths Group, 200,000+ passionate individuals committed to 'creating better experiences together for a better tomorrow.' As Australia and New Zealand's largest retailer, encompassing iconic brands like Woolworths Supermarkets, Big W and MilkRun, we relentlessly innovate to serve over 24 million customers weekly. If you're ready to shape a better future, join our supportive, flexible, and inclusive culture, offering immense opportunities to grow and make a real impact.

About The Role

As a Customer Service Agent, your primary role is to provide exceptional customer support and ensure a positive experience with customers within the platform. You will serve as the main point of contact for customers, addressing their inquiries, resolving issues, and facilitating smooth transactions. Your excellent communication skills, problem-solving abilities, and knowledge of the policies and procedures will be instrumental in delivering high-quality customer service and maintaining the reputation of the marketplace.

What you’ll do

• Multi-Channel Customer & Store Support: Handle incoming queries, complaints, and requests across live chat, messaging, email, and phone promptly and professionally, acting as an ambassador for the business and adhering to established response time standards.
• Order Fulfillment & Logistics: Assist with order-related inquiries (status, tracking, cancellations, modifications, returns) and proactively oversee/enhance customer support to ensure seamless customer experience. 
• Issue Resolution & Escalation: Troubleshoot problems efficiently to achieve First Contact Resolution (FCR), and identify and escalate complex or unresolved issues to appropriate teams or supervisors for timely resolution.
• Performance & Continuous Improvement: Achieve or exceed individual and team KPIs, continuously expand product knowledge, and identify innovation opportunities to share with management.
• Team Support & Leadership: Support, empower, and collaborate with internal teams, delivery partners, and stores, while assisting with the onboarding and training of new teammates.

What you’ll bring

• Availability and willingness to work full-time on-site in the first 3 months is required before moving to hybrid with 3 days on site, 2 days at home.
• Flexibility to work shifts, including weekends, and holidays, as needed.
• Proven experience in a customer service role, preferably in the e-commerce industry.
• A positive and resilient outlook - can keep cool under pressure
• Ability to multitask and work effectively in a fast-paced environment.
• Active listening and problem-solving abilities
• Strong written and verbal communication skills
• Experience with Zendesk ticketing software and eCommerce is a plus.