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Coordinator - Happiness Delivery

Employer
On
Location
Melbourne
Closing date
19 Jun 2024

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Job Details

We offer a dynamic, challenging and sportive environment that has been ranked as the 'fastest growing sports company' of its time. With offices across the globe, we are an international team who are hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential. This is where your work matters, you're hands-on and your team members are amongst the very best in their respective disciplines and fields.
If you are driven to bring On to the next level, curious about the opportunity and want to be part of our growing team send us your application, and join the ONiverse!

As an On Customer Service Representative with a focus on direct to consumer (DTC, your number one job is to ensure On customers are happy! Part of your goal is to help us become the best sports retailer in the industry. You will be the first point of contact for our direct web shop customers and responsible for inquiries via phone, email and live chat from our Australian and New Zealand customers. With each case you handle, you will aim to WOW our customers and will always strive to find a customised solution.
This role is full-time with work hours 8:30am-5pm Monday through Friday (subject to change to meet team needs).

Your Mission

- Build trust by understanding the unique needs of our customers and resolving every situation with a WOW factor
-Manage and prioritise multiple concerns simultaneously, including communication via phone, email and chat
- Process webshop orders/exchanges/returns/warranty claims in Salesforce/Microsoft Dynamics
- Monitor, investigate, flag DTC (direct to consumer) system issues and collaborate with the right teams to determine root causes and potential resolution
- Work closely with internal teams to address logistical challenges during order fulfillment and provide technical support to customers as needed.
- Advising our customers as to which On product(s) is the best for them
- Responding to all inquiries within 24 hours while identifying any escalated unresolved issues
- Communicate with our third-party warehouse and shipping partner daily regarding orders, returns, and any order discrepancies
- Lead and participate in special projects as needed to improve team function and increase our wow factor
- Other duties as needed

Your Story

- Experience in customer support roles, preferably with experience providing customer support via phone, email, chat, and social media
- Great attention to detail
- Effective communication across all levels and functions
- Always keeping the customer needs front of mind and a passion for creative solutions • Excellent interpersonal skills with a focus on relationship building, listening, and questioning skills
- Excellent written and oral communications skills
- Always thinking of ways to improve the customer experience with a sense of urgency to deliver the WOW

Meet The Team

You will work with a small, but growing, core team at our Oceania HQ in Cremorne, Melbourne Victoria. You will interact daily with our global Happiness Delivery teams in Europe, Japan, China, the US and Brazil. During your work day, you will work with our customer support and order management systems to assist our customers with their needs.

What We Offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically - to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.

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