Aje

• Consult with customers across live chat, phone and by email to provide a premium experience to all Aje, Aje Athletica and Ikkari customers within business hours
• Ensure all customer communications are responded to within reply time and satisfaction KPIs, proactively aiming to exceed KPI standards on tickets allocated to your inbox
• Resolve customer enquiries in a timely and accurate manner, escalating more complicated scenarios to the senior members of the team as they arise or when requested by customers
• Utilise Aje macros to ensure communication with customers is in line with brand guidelines, supporting with the creation and seeking sign-off for new macros when opportunities arise
• Demonstrate empathy and ensure all customers are treated equally with respect and agility
• Nurture the VIP and Daigou database by prioritising their enquiries in addition to going above and beyond for our global VIP database seeking authorisation for special requests
• Proactively gain an understanding of all product offerings to encourage customers to convert or exchange when conversing on live chat, phone or in conversations with regards to returns
• Maintain a thorough understanding of all Aje, Aje Athletica and Ikkari retail locations
• Demonstrate a thorough understanding of AP21 in relation to Customer Experience deliverables such as oversells, returns processing, stock availability and gift voucher processing
• Utilise internal communication methods to escalate issues observed with Ecommerce or retail
• Follow the correct procedures to escalate customer feedback received in relation to the Aje and Aje Athletica retail business promptly
• Actively seek new opportunities to support the business to exceed sales budgets by maximising service, efficiency, minimising error and reiterating the impeccable service offering of Online, Retail, Click & Collect, Ship from Store and Floor to Door
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Convey a professional and positive attitude, showing respect and integrity in all internal and external communication. Be a true Aje brand advocate and demonstrate the Aje values.
• Work closely to support the retail store teams by providing support, guidance, and assistance with customer escalations. Offer guidance and assistance to store teams to ensure they have a strong understanding of omni-channel process and procedure

KEY SKILLS

• Experience in Customer Experience or Retail
• Availability to work locally in the office (no remote)
• Availability to work through peak trade (November to end of January)
• Confident using Shopify, AP21, Gorgias and warehouse software.
• Confident using shipment carrier portals.
• Proactively identify operational problems, suggest solutions, and independently resolve issues.
• Womenswear product knowledge across high fashion pieces, accessories, and athletic wear.
• Understanding of Microsoft program especially Excel (basic level).

Apply via Indeed only, do not use the ‘apply now’ form below.

To be kept in the loop with fashion jobs in Sydney, subscribe to Fashion Journal’s Careers updates here.