Design Your Future at PVH Customer Care Representative Why PVH? Generous discounts on all brands - Calvin Klein, Tommy Hilfiger, Van HeusenPaid Parental Leave scheme as per Company PolicySummertime hours scheduleCorporate discount with MedibankEmployee activities calendarAnnual Flu Shot ClinicFree membership to Headspace meditation appAccess to Employee Assistance programReferral bonusStrong focus on Corporate ResponsibilityInclusive, diverse, and equal opportunity employer About The Role Provide the first point of contact for handling the incoming customer care communication related to the PVH Brands Australia eCommerce websites. You will provide support across order management, resolution, and customer inquiries via voice interactions, live messaging, and email to our valued customers.
Based at our Head Office in the heart of the CBD, located at 388 George Street, this is a full-time, hybrid role, working from home and in the office weekly. You will build effective relationships across the whole division liaising with Retail, Sales, Planning, Shipping, and Warehouse teams to provide an excellent customer care experience to our eCommerce customers.
Duties & Responsibilities Efficiently respond to customer inquiries through voice interactions, live messaging, and email channels with a focus on real-time, first-touch resolution.Process and manage customer orders and returns using e-commerce platforms such as Magento, ensuring all are processed within target times.Investigate and resolve errors and order-related issues within SAP and Magento.Handle inquiries related to product availability, order status, and troubleshooting in a professional and timely manner.Log and manage customer interactions within Zendesk, ensuring data is accurate and up-to-date.Collaborate with team members to resolve complex customer issues and provide feedback for continuous improvement.Handle customer complaints in a calm, courteous, compassionate, and professional manner.Liaise with warehouse staff regarding order cancellations, address changes, delivery times, tracking, and any other special instructions.Build effective relationships with the eCommerce website team, merchandising, freight, customers, warehouse team, and IT Support.Skills, Experience & Personal Attributes Demonstrated experience in a customer service role, preferably within an eCommerce or retail environment. Fashion eCommerce/retail highly desirable.Familiarity with online platforms, including Magento or similar e-commerce systems.Familiarity with enterprise ERP & OMS systems such as SAP and Manhattan Active Omni (MAO).Experience with marketplace order management solutions such as Seller Centre.Knowledge of Zendesk or other customer service software.Experience with metrics such as one-touch resolution, CSAT, and AHT.Proficiency with Microsoft 365, particularly Excel, for tracking and reporting purposes.Excellent communication skills, both written and verbal.Ability to prioritize tasks effectively and thrive in a fast-paced, real-time environment.Strong attention to detail and problem-solving skills with a focus on providing effective solutions to customer inquiries and issues.Organized, detail-oriented collaborative team player.About The Company PVH is one of the world's largest and most admired fashion companies, connecting with consumers in over 40 countries. Our global iconic brands include Calvin Klein, TOMMY HILFIGER and our Heritage Brands. Our 140-year history is built on the strength of our brands, our team, and our commitment to drive fashion forward for good. That's the Power of Us. That's the Power of PVH.
We thank all applicants in advance as only successful applicants will be contacted for an interview. PVH is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications ensuring a strong corporate commitment to inclusion and diversity.
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