Customer Care Specialist – Online Services Job at Scentre Group – Sydney NSW

Our story

Scentre Group is the owner and operator of 42 Westfield living centres in Australia and New Zealand; partnering with the world’s leading retail and luxury brands to create a unique shopping and leisure experience for our customers. A career with us fosters the chance to be a part of a company that is transforming the digital and physical retail space.

Every day, our people play a vital role in our purpose to ‘create extraordinary places, connecting and enriching communities.’

Your opportunity

As a Customer Care Specialist, you will ensure high levels of customer service are consistently demonstrated and will support the day-to-day operations. You will provide a positive and memorable experience to our customers via the various channels and support systems made available to you. You will play a key role in our Online Services team, resolving customer queries, concerns, or issues within our Living Destinations and business streams across Australia and New Zealand.

A snapshot of your role:
Contribute to an environment of customer service excellence

Using business knowledge investigate, troubleshoot, and resolve customer service inquiries

Solve day to day customer service operations maintaining and achieving agreed business KPIs and SLAs

Identify and implement opportunities for process improvement to ensure best practice is applied across the full field operations process

Identify strategies for improvement and expansion across all areas of the business

Ensure all company policies and procedures are always adhered to for self and team

Ensure adherence to continuous Workplace Health and Safety cultural improvement through championing the culture of “people protecting people”

Ensure compliance to the Policy and Procedures such as Privacy, data integrity and documentation

Ensure compliance with customer service financial targets

We are searching for several Customer Care Specialists to join the team on a permanent part time basis working approximately 25-40 hours per week. The role is based in our Customer Care Centre in Western Sydney (Parramatta) and you must have the availability to work across a 7-day roster. The ability to work weekends and Public Holidays is essential. You must be flexible to work across the various shift times.

What will set you apart from the rest?

You’ll be a passionate, innovative, and customer-obsessed individual, who enjoys working in a high performing culture. You’ll be able to demonstrate:

Strong customer service ethos.

Strong communication skills with focus on clear verbal communication.

Ability to problem solve on the fly to quickly resolve customer escalations.

Ability to work independently to achieve expected results with a minimum of supervision

Strong organisational and written communication skills

Experience in fast paced customer service environment using platforms such as Zendesk

Experience in retail, administration or help desk environment

Operationally focused background.

What sets us apart from the rest?

A collaborative culture

Diverse career paths across our vertically integrated business

Ability to innovate in a Company that not only encourages it but will facilitate it

Our diverse and inclusive workforce is not only something we’re proud of, but something we’re committed to. We encourage and support our people to bring their ‘whole selves’ to work every day. This is because we believe all our differences contribute to our success and ensures a workforce that reflects the customers we serve. Our commitment is backed by executive and employee-led working groups including All Abilities, LGBTI, Mental Health & Wellness and Gender Equity alongside other initiatives such as our Reconciliation Action Plan to grow our Aboriginal and Torres Strait Islander workforce. Aboriginal and Torres Strait Islander peoples are encouraged to apply.

If this sounds like you, apply today to make extraordinary happen!

About the Company

Company: Scentre Group –

Company Location:  Sydney NSW

Estimated Salary:

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About Scentre Group -