Who is Catch?
Catch.com.au has been bringing low prices to everyday Aussies on the brands they know and love since we started shaking up online retail in 2006.
We are Australian owned and operated and have deep expertise on Australian consumer online shopping behaviour. Catch.com.au is part of the Wesfarmers Group, placing us in good company alongside Australia's top retailers, Kmart, Target, Bunnings, Officeworks and API.
Our vision is to be Australia's most loved online destination for families. There's still a lot of work ahead of us, so we're always on the lookout for creative, resourceful, and resilient people that can quickly learn new skills and adapt on the fly.
Catch's vision is to be the trusted place where Australians start their shopping journey. The Business Analyst (Customer Service) assists the Continuous Improvement Manager to deliver exceptional levels of customer service in a timely and professional manner to support the NPS, returns and ongoing customer improvement initiatives.
What you'll be doing
What does a normal day in the life of a Business Analyst (Customer Service) look like? Well, no two days are alike at Catch, but you could probably expect your day to include some of the following things:
Interact with customers as required to support customer service continuous improvement.
Manage project-related customer interactions and resolve escalated customer cases and calls ensuring concerns are addressed.
Support the overall customer service KPIs.
Develop an in-depth understanding of the end-to-end customer experience processes.
Use data and analytics to improve the customer service experience and drive the delivery of initiatives.
Assist with projects within the customer and supply chain portfolio.
Review customer business operations and assess evolving business ideas.
Liaise between groups and departments.
Communicate recommendations for improving business operations.
Analyse business processes and data to develop insights into problems and opportunities.
Draft reports and propose solutions.
Evaluate business systems and processes to identify potential areas of improvement.
The skills you'll have
Tertiary qualification in a relevant discipline.
2+ years' experience working with ecommerce, retail, marketplace or supply chain businesses.
Experience in customer service or analytics.
A thorough understanding of customer service and/or business analytics.
Knowledge of agile processes.
Strong presentation and demonstrated stakeholder management and communication skills.
A high-level understanding of process and conflict resolution.
Proficiency in Microsoft PowerPoint, Word and Excel.
Human-focused, building relationships within the team and the business.
Curious, understanding stakeholder needs and digging deep to go beyond their initial requests.
Proactive, solving problems ahead of time and finding who to engage in a sometimes ambiguous environment.
Detail-oriented, ensuring clarity in requirements and outcomes.
Why join the Catch team?
There's never been a more exciting time to join the Catch Team!
It's a fun, challenging and uniquely different place to work, and on top of that we offer a range of benefits including:
Flexibility that works for you, allowing our teams to navigate work life and home life on their terms.
Extended Parental Leave - 16 weeks for Primary Carers.
Convenient Melbourne office location, just across from Southern Cross Station.
Modern and open office space with ample onsite kitchen facilities, breakout areas and access to lite breakfast (toast, cereal, fruit).
End of trip facilities with amenities like hair dryers and towel service as well as bike storage.
Paid volunteer leave to enable our team members to give back to our communities.
Subscription to our OnePass loyalty program for free delivery as you shop on Catch.
A 5% discount when you shop at Kmart, Target, Bunnings and Officeworks.
At Catch, we welcome all applications and screen them without attention to race, age, beliefs, sex, orientation, gender identity and disability.
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