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Description of the image

Customer Service Lead

Web Office, Cooma NSW

Your New Role

Our customers are at the heart of everything we do! As a Customer Service Lead, you’ll be the first point of contact for the Rhythm community, ensuring they receive friendly, professional, and effective support across multiple channels, including phone, email, live chat, and social media

Department

Web Office

Experience

Previous customer service experience desirable or a good knowledge of the snow industry & area.

Compensation

In accordance with the General Retail Industry Award (2020)

Deadline

28 Nov

About the job

Main Duties / Responsibilities

• Coordinate and carry out office administration, including customer contact via phone, emails, and web chat
• Assisting customers with online orders, hiring information and product & store information
• Accepting & processing returns or refunds
• Making notes on customer orders and ensuring clear communication is available on any order issue
• Contacting customers for out-of-stock items and organising alternative options.
• Resolve complaints efficiently, aiming for first-contact resolution
• Point of contact for couriers & dispatch.
• Picking and packing dispatch assistance during peak times or shift cover
• Deliver product knowledge to customers, incorporating all company services
• Maintain a clean and safe workspace, and abide by workplace health and safety policies and procedures
• Update product information on our Point of Sale or E-commerce platform
• Assist with e-commerce projects during quiet times.
• Other tasks as directed

Skills

• Intermediate computer skills (Word, Excel, Google Docs or general software apps)
• Excellent verbal and written communication
• Be customer-focused and reliable
• Organised and able to meet deadlines
• Friendly & patient attitude when dealing with escalating customers who are unhappy
• Good problem-solving and investigation skills

Employment Type

Casual - Year Round

- This role is based in-store and is required between October to May from Monday – Friday. Occasional weekend work may be requested during the Summer for sales and promotions.

- From June to September, the role requires flexibility to work some weekends to meet the demands of Rhythm Snowsports' busy winter seasons

Keen to join the Rhythm Snowsports family

How To Apply

If you think you have the skills and experience required for this role and reflect the culture and core values at Rhythm, apply now by sending an email - including cover letter and resume - to hr@rhythm.net.au

with a brief outline (200 words or less) of how you would make our online store awesome!

Your application will include the following questions:

Which of the following statements best describes your right to work in Australia?
Tell us about your passion for the snow sports industry
How much notice are you required to give your current employer?
What experience do you have as either an eCommerce Coordinator or a detail-oriented data entry assistant?

About

Rhythm Snowsports

Rhythm Snowsports has been operating in Cooma, Australia since 1985. Rhythm was started as a small service station and is now known as the biggest and most progressive snowsports store in the southern hemisphere. Rhythm Snowsports also has stores in both Hakuba and Niseko, Japan.

Rhythm is known to have the best reputation for quality gear and professional staff. We offer premium retail, rental, workshop services and custom boot fits. Rhythm can be very busy during peak periods; you will be asked to work with us to get through these times. We are especially looking for like-minded individuals that fit into our company culture and values.

Our core company values:

Innovation – We are creative with our vision, agile in our direction and energetic in change

Knowledge - We are a team of friendly experts who share our passion and stoke for the mountains

Communication – We always make time to say hello and have a chat. We are one team

Respect - We respect each other, our customers, our industry, the environment and our community

Listening – We listen to our customers, partners and each other to constantly evolve and refine

Stoke – We work hard, play hard and love what we do