We are an inclusive team who power two of the most iconic and loved brands, Kmart and Target. We have more than 50,000 passionate individuals across our stores, distribution centres, and offices around the globe.With our brands touching the lives of almost two million customers every week, youll feel the impact of the work youll do every day. As a leader in the retail market, were optimistic about our future and yours. Were changing at a rapid rate, giving you challenging work that youll be proud of.Join the teamAs a Customer Care Advocate, you will play a crucial role in managing escalated customer complaints, restoring trust, and ensuring customer satisfaction. You will work closely with the Customer Support Manager and other internal stakeholders to resolve complex issues, conduct root cause analysis, and provide coaching to team members. Your ability to communicate effectively and empathetically will be key to your success in this role. Our Customer Care team is at the heart of our commitment to our customers, ensuring their needs are met with empathy and efficiency. We are looking for a passionate and enthusiastic Customer Advocate to join our team and help us deliver outstanding service.What youll be doingWorking hours will be 8:30am 5:00pm Monday to FridayManage top-down escalations and negotiate win-win outcomes for customers while protecting the company''s reputation and policiesSupport Customer Care leadership and team members with complaint resolutions, embodying our values and positively promoting the brandConduct root cause analysis, coaching, and quality assurance activities to reduce complaints and ensure adherence to policies and proceduresResolve high-risk complaints involving legal, safety, and reputational implicationsProvide accurate and thorough reporting and information to stakeholders regarding complaints and customer feedbackCollaborate effectively with peers and stakeholders to identify continuous improvement opportunitiesTo be successful in this role youll have:5+ years of experience in resolving complex, escalated customer complaintsProven ability to manage regulator, discrimination, privacy, and other high-risk complaint typesStrong written and verbal communication skills with an emphasis on empathy and clarityExperience in a process-driven environment with strict compliance proceduresProficiency in Microsoft Office Suite, CRM systems, and contact centre technologyCreative and collaborative problem-solving skillsHigh attention to detail and strong organizational skillsAbility to manage personal effectiveness and maintain composure under pressureCommitment to continuous improvement and professional developmentBenefits well offer you:Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy.A team member discount card that gives you a discount at Kmart, Target Officeworks and BunningsAccess to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health with over 60 suppliers!We want you to feel rewarded for your commitment and hard work that''s why eligible team membersgetthe opportunity to participate in a bonus programWe offer inclusive parental leave, and ongoing support offered though our partnership with Circle In for team members of all backgrounds and family circumstancesA dynamic learning and support programOpportunity to fast track your career through our Mentor Program as a Mentee or MentorA Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizesGreat career opportunities across the broader Wesfarmers GroupWe celebrate the rich diversity of the communities in which we operate. We are committed to creating inclusive and safe environments where all our team members can contribute and succeed. We believe that all team members should feel valued, respected and safe, and strive to ensure our recruitment process is accessible and welcoming, with applications encouraged from all candidates.We encourage you to tell us about any workplace adjustments that you would like, by emailingkmartgroupcareers@kmart.com.auIf you would like to explore a career with Kmart and this sounds like the perfect role for you apply now! #J-18808-Ljbffr
Job Title
Customer Care Advocate