About the Company
Catch.com.au is one of Australia’s leading online shopping destinations, offering a vast array of products from fashion and electronics to home goods and groceries. As a fast-growing brand, we are dedicated to providing an unparalleled online shopping experience, backed by exceptional customer service. Join our dynamic team and be part of a company that is constantly innovating and expanding.
Job Description
Are you a highly motivated individual with a passion for customer service and e-commerce? Catch.com.au is seeking an E-commerce Chat Specialist to join our customer experience team in Gosford. In this role, you will be the frontline support for our valued customers, providing prompt, friendly, and effective assistance through our live chat platform. You’ll help resolve inquiries, guide customers through their shopping journey, and ensure a positive brand experience. This is an exciting opportunity to contribute to a rapidly expanding online retailer, with an immediate start available for the right candidate.
Key Responsibilities
- Engage with customers in a friendly, professional, and efficient manner via live chat.
- Respond to customer inquiries regarding orders, products, shipping, returns, and payments.
- Provide accurate and up-to-date information on Catch.com.au's products and services.
- Troubleshoot and resolve customer issues effectively and empathetically.
- Escalate complex issues to appropriate departments when necessary.
- Maintain a high level of customer satisfaction and strive to exceed service expectations.
- Contribute to a positive team environment and share best practices.
- Utilize CRM and chat software to manage customer interactions and document resolutions.
Required Skills
- Excellent written communication skills with strong grammar and spelling.
- Demonstrated experience in a customer service role, preferably online or chat-based (12+ months).
- Strong problem-solving abilities and attention to detail.
- Proficiency with computers and ability to quickly learn new software.
- Ability to multitask and manage multiple chat conversations simultaneously.
- Customer-focused mindset with a genuine desire to help.
- Ability to work effectively in a fast-paced environment.
Preferred Qualifications
- Previous experience in an e-commerce or retail environment.
- Familiarity with CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Understanding of online shopping processes and common customer queries.
Perks & Benefits
- Competitive salary package.
- Opportunities for career growth and professional development.
- Employee discounts on a wide range of products.
- Supportive and collaborative team environment.
- Modern office facilities in a convenient Gosford location.
- Immediate start with comprehensive onboarding and training.
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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