Customer Service Consultant - Retail (Full Work From Home)

About

the Opportunity

We are looking for a Customer Service Consultant to support our client’s online customers, retail stores, wholesale customers and suppliers. You will provide customer service through email, chat, text and the online ordering portal. The role involves answering enquiries, resolving customer concerns, processing orders and keeping customer records accurate and up to date. You will work with internal teams to provide a consistent customer experience and help maintain the client’s reputation for service.

Key Responsibilities

Customer Support

Manage customer communications through email, text, chat, and the online ordering portal (B2B). Ensure all inquiries are addressed promptly and professionally, maintaining high standards of customer service. Resolve customer issues and complaints in a timely and efficient manner, addressing them with patience and care. Aim for first-contact resolution whenever possible, ensuring customers are satisfied with the outcome. Provide accurate information about products, services and policies. Ensure all communications are clear and concise to avoid misunderstandings. Problem Solving

Identify, categorise and troubleshoot customer problems. Recognise when an issue requires escalation and promptly refer it to the appropriate Department Head, Wholesale Account Manager or Customer Service Manager. Ensure escalated issues are well documented and communicated clearly to facilitate resolution. Maintain a log of unresolved issues and proactively follow up to ensure resolution. Keep customers informed on the status of their issues until they are fully resolved. Customer Relationship Management

Develop and nurture positive relationships with customers through consistent and reliable service. Show empathy and understanding to foster trust and loyalty. Regularly follow up with customers to gauge their satisfaction and address any lingering concerns. Use follow-up communications as an opportunity to reinforce positive customer experiences. Accurately document all customer interactions and transactions in the client’s CRM system. Ensure records are detailed and up to date to provide a comprehensive view of customer history. Manage designated customer inboxes and orders received by email. Complete new account setups for the client’s customer groups, including workplace and international customers. Product Knowledge

Continuously update knowledge of the client’s products, services and policies. Participate in training sessions and stay informed about new product launches and policy changes. Educate customers on product features and benefits. Share detailed information about product features, benefits and usage. Help customers understand how products meet their needs and enhance their experience. Process Improvement

Provide feedback to the business on recurring customer issues. Identify patterns and recurring issues in customer feedback. Share insights with the team to help refine processes and prevent future issues. Proactively recommend changes to enhance the efficiency and effectiveness of customer service operations. Collaborate with team members to implement new processes and improvements. Workplace Health and Safety

Protect your own health and safety and that of others. Follow reasonable instructions aimed at ensuring health and safety. Report incidents or accidents in a timely manner. Provide feedback on health and safety issues. Comply with the client’s policies and procedures.

What We’re Looking For

At least two (2) years of relevant experience in retail, customer service, sales support or order processing.A customer-centric mindset. Excellent verbal and written communication skills. Strong problem-solving abilities. Proficiency in using customer service software and tools. Ability to multitask and manage time effectively.A high level of patience and empathy. Experience in a contact centre/BPO, e-commerce, wholesale or retail customer service environment is valuable. Familiarity with CRM software, particularly Epicor, and Microsoft Office is desirable.