About the Company
Woolworths Group is Australia’s largest retailer, operating a diverse range of brands across supermarkets, big box retail, liquor, and hotels. We are committed to delivering fresh food and quality products to millions of customers every week. Our fast-growing e-commerce division is at the forefront of innovation, ensuring seamless online shopping experiences for our valued customers across Australia. Join a team dedicated to excellence, customer satisfaction, and continuous growth.
Job Description
We are seeking a highly motivated and customer-focused E-commerce Chat Specialist to join our dynamic team in Mount Isa. In this role, you will be the front-line support for our online customers, providing exceptional service and resolving inquiries through live chat. You will play a crucial part in enhancing the customer journey, assisting with product information, order tracking, technical issues, and general customer support for our fast-growing e-commerce platforms. This is an exciting opportunity for an individual with a passion for helping others and a desire to contribute to a leading retail brand.
Key Responsibilities
- Engage with customers in real-time via live chat to provide support and resolve inquiries.
- Assist customers with product information, order placement, order status, and returns/exchanges.
- Troubleshoot common e-commerce platform issues and guide customers through solutions.
- Maintain a high level of professionalism and empathy in all customer interactions.
- Escalate complex issues to appropriate departments when necessary.
- Document all customer interactions accurately and efficiently.
- Contribute to the continuous improvement of our chat support processes and knowledge base.
- Collaborate with team members to ensure consistent and high-quality customer service.
Required Skills
- Exceptional written communication skills with strong grammar and spelling.
- Proficiency in using live chat software and CRM systems.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Strong problem-solving skills and attention to detail.
- Customer-focused mindset with a genuine desire to help.
- Ability to learn quickly and adapt to new systems and processes.
- Comfortable working in a fast-paced environment.
- Australian work rights.
Preferred Qualifications
- Previous experience in an e-commerce, customer service, or chat support role (6-12 months).
- Familiarity with retail e-commerce platforms and operations.
- Experience with Google Workspace or Microsoft Office Suite.
- A passion for retail and technology.
Perks & Benefits
- Competitive salary and superannuation.
- Generous staff discounts across Woolworths Group brands.
- Access to employee assistance programs and wellness initiatives.
- Opportunities for career growth and professional development within a large organisation.
- A supportive and collaborative team environment.
- Modern office facilities in Mount Isa.
- Paid parental leave (subject to eligibility).
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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