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Customer Service Representative


At a Glance: As an On Customer Service Representative with a focus on B2C, your number one job is to ensure On customers are happy Part of your goal is to help us become the best sports retailer in the industry. You will be the first point of contact for our direct web shop customers and responsible for inquiries via phone, email, social media, and live chat. With each case you handle, you will aim to WOW our customers and will always strive to find a customized solution.

With your experience in the sporting goods industry, you will bring the necessary expertise in running shoes and apparel and can competently advise, help, and direct our customers with a smile. Your Team: You will work with a small, yet dedicated core team at our Oceania HQ in Richmond, Victoria and interact daily with our global Happiness Delivery teams in Europe, US, Brazil, China, and Japan. During your work day, you will work with our CRM systems to assist our customers with their needs.

This role is located in Melbourne, Australia and full-time with work hours 8:30am-5pm Monday through Friday (subject to change to meet team needs). Your Mission: Build trust by understanding the unique needs of our customers and resolving every situation with a WOW factor. Always thinking of ways to improve the customer experience with a sense of urgency to deliver the WOW Manage and prioritize multiple concerns simultaneously, including communication via phone, email, chat, and social media Process web shop orders/exchanges/returns/warranty claims in Salesforce, and communicate with our third-party warehouse/shipping partner daily regarding orders, returns, and any order discrepancies Advise our customers as to which On product(s) is the best for them, and respond to all inquiries within 24 hours while identifying any escalated unresolved issues Assists in local marketing, expo’s and community activation events as needed, and also in day to day operational needs for the On office as needed Your Story: Bachelor’s Degree and 2-3 years of professional customer service experience preferred; or High School Diploma and 3-4 years’ experience in customer support roles, preferably with experience providing customer support via phone, email, chat, and social media Great attention to detail Effective communication across all levels and functions and always keeping the customer needs front of mind and a passion for creative solutions Excellent interpersonal skills with a focus on relationship building, listening, and questioning skills Excellent written and oral communications skills What we offer: We offer a dynamic, challenging and sportive environment that has been ranked as the ‘fastest growing sports company’ of its time.

With offices across the globe, we are an international team who is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential. This is where your work matters, you.


Date19 June 2021

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