Booktopia Direct Pty Ltd
Customer Service Officer (Remote)
Customer Service Officer | Booktopia Direct Pty Ltd |Australia
Booktopia is Australia’s Home of Books, selling books,ebooks, stationery, ereaders and audiobooks, delivering to every corner ofAustralia and New Zealand. Turning the page to a fresh chapter under newownership we are entering an exciting period of change and growth.
Role
...Customer Service Officer | Booktopia Direct Pty Ltd | Australia
Booktopia is Australia’s Home of Books, selling books, ebooks, stationery, ereaders and audiobooks, delivering to every corner of Australia and New Zealand. Turning the page to a fresh chapter under new ownership we are entering an exciting period of change and growth.
Role
As a key member of the Customer Service Team, the Customer Service Officer is responsible for servicing our customers via inbound calls and emails. Additionally, this role provides Tier 2 support to the offshore customer service team, assisting with escalated inquiries and complex issues. The CSO also liaises with the Customer Fulfillment Centre (CFC) Team to address and minimise customer issues, working proactively to help Booktopia fulfill its service commitments.
This is a full-time role working Monday to Friday, 9am to 5pm, located at our office and state of the art warehouse in South Strathfield. This is not a WFH or hybrid role. Free parking is available onsite.
Responsibilities
- Understand and resolve customer enquiries with a high level of decision making efficiently and confidently
- Handle escalated customer enquiries from various channels
- Complete customer support administrative tasks such as data entry, follow up calls, and messages including (but not limited to) payment disputes, order processing and other tasks as required
- Respond to customer enquiries via social media platforms, and moderate customer reviews
- Effectively take action to follow-up, investigate and resolve customer issues and complaints, taking ownership of issues to ensure completion and customer satisfaction in line with Booktopia policies and procedures
- Liaise with internal and external support groups e.g. Warehouse, Publishers and Suppliers to resolve customer queries, as well as stock, shipping and delivery issues
Experience, Skills & Competencies
- Experience in call centres, customer service, order fulfilment or complex administration is an advantage / desirable
- Professional customer service skills to manage complex and difficult customer contact interactions positively and effectively
- Strong attention to detail, organisational skills and a methodical approach to work
- Excellent written and verbal communication abilities
- Ability to calmly resolve challenging customer situations
- Logically diagnose causes and identify appropriate solutions for technical/system issues
- Effective time management to consistently achieve desired outcomes
Desired Experience
- Experience in call centres, customer service, order fulfilment or complex administration is preferred;
- Experience in online retail is also an advantage along with knowledge of and familiarity with eBooks and e-readers is an advantage
- Minimum of 12 months experience in a customer service environment is required;
Benefits
- Work with a collaborative, innovative and supportive team
- Training and development opportunities provided to support your success
- Learn and grow with support from dedicated and talented senior professionals
- Employee Discounts, Reward & Recognition Programs
- Free onsite parking
- Work-life balance: No weekends or late nights – we only work Monday to Friday
Sound like the role for you?
Then apply now including your resume and cover letter in word / pdf format outlining your interest in the role and relevant experience. For further information you can call Peter on 0428 895 601, however no agencies thank you.
Booktopia is an equal opportunity employer and as we expect a large number of applications only successful candidates will be contacted.
