About the Company
Kogan.com is Australia’s premier online retailer, passionate about making the latest products and services affordable and accessible to all Australians. We’re a fast-growing, innovative company built on a culture of efficiency, creativity, and customer satisfaction. Join our dynamic team and be part of a brand that’s shaping the future of e-commerce.
Job Description
Are you a master communicator with a knack for digital interaction? Kogan.com is seeking an enthusiastic and customer-focused E-commerce Chat Specialist to join our vibrant team in Wollongong. In this immediate start role, you will be the frontline support for our customers, providing exceptional service and resolving inquiries through live chat. This is a fantastic opportunity to grow with a fast-paced and innovative e-commerce brand, directly impacting our customers’ shopping experience.
Key Responsibilities
- Engage with customers via live chat to answer product questions, assist with orders, and resolve issues efficiently.
- Provide accurate and helpful information regarding products, services, shipping, and returns.
- Troubleshoot common customer problems and escalate complex issues to the appropriate department when necessary.
- Maintain a high level of customer satisfaction by delivering friendly, professional, and prompt support.
- Identify opportunities to upsell or cross-sell products and services where appropriate, enhancing the customer journey.
- Contribute to knowledge base articles and improve chat scripts based on customer feedback and common inquiries.
- Stay up-to-date with Kogan.com's product offerings, promotions, and company policies.
Required Skills
- Excellent written communication skills with strong grammar and spelling.
- Proficiency in typing and navigating multiple systems simultaneously.
- Strong problem-solving abilities and a customer-first mindset.
- Ability to work effectively in a fast-paced, high-volume environment.
- Basic computer literacy and familiarity with online browsing.
- Empathy and patience when dealing with customer inquiries.
Preferred Qualifications
- Previous experience in a customer service, call center, or chat support role.
- Familiarity with e-commerce platforms and online retail processes.
- Experience using CRM software or chat support tools.
- A genuine interest in technology and consumer electronics.
Perks & Benefits
- Competitive salary package and performance incentives.
- Comprehensive training and ongoing professional development opportunities.
- Vibrant and supportive office environment in Wollongong.
- Generous staff discounts across Kogan.com's extensive product range.
- Opportunity for career progression within a rapidly expanding company.
- Team events and a positive company culture.
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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