**Job Title:** Online Customer Care Representative
**Company:** Nike
**Location:** Brisbane, Queensland, AU
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 4
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**Job Overview:**
At Nike, we believe in the power of sport to elevate individuals and communities. As an Online Customer Care Representative, you will play a pivotal role in delivering exceptional service to our customers. We are looking for passionate and hardworking individuals who can enhance our online presence and create remarkable experiences for our customers. You will be responsible for addressing customer inquiries, resolving issues, and providing information about our products and services.
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**Key Responsibilities:**
- Respond to customer inquiries via email, chat, and social media platforms promptly and accurately, ensuring that all interactions align with Nike's high standards of customer service.
- Utilize creative problem-solving skills to address customer concerns, focusing on solutions that will enhance customer satisfaction and loyalty while adhering to Nike's brand values.
- Build rapport with customers through cooperative interactions, fostering a positive and supportive online environment.
- Monitor and manage customer feedback on various platforms, reporting any patterns or recurring issues to management for insight and resolution.
- Stay updated on Nike's products, promotions, and policies to provide customers with accurate information and tailored recommendations.
- Collaborate with team members and other departments to improve processes, share insights, and drive continuous improvement in customer service operations.
- Handle returns and exchanges efficiently, ensuring that the procedures are followed and the customers are kept informed throughout the process.
- Maintain documentation of customer interactions, ensuring a seamless transition and continuity of service.
- Participate in training sessions and workshops to enhance product knowledge, customer service skills, and other relevant areas.
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**Requirements:**
**Experience & Skills:**
- A minimum of 4 years of experience in customer service, with a focus on online support channels.
- Proven track record of excellence in a customer-facing role, preferably in a retail or e-commerce setting.
- Strong understanding of online customer engagement strategies and the ability to apply them effectively.
- Proficient with customer service software, CRM systems, and various digital communication tools.
**Personality Traits:**
- Passionate about sports and living an active lifestyle, with a strong alignment with Nike's mission and values.
- Hardworking and committed to going above and beyond to ensure customer satisfaction.
**Soft Skills:**
- Creativity in finding solutions to complex customer issues and the ability to think outside the box.
- High level of cooperation and teamwork, demonstrating an eagerness to collaborate with colleagues to achieve common goals.
- Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
- Detail-oriented and adept at managing multiple tasks in a fast-paced environment while maintaining a customer-centric approach.
**Benefits:**
- Comprehensive medical coverage to ensure your health and well-being.
- Travel and spending expenses will be covered as part of your role.
- Company equipment provided to support your work from home or in-office productivity.
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**Working Environment:**
At Nike, we foster a culture that encourages autonomy and independence. We trust our employees to excel in their roles, allowing flexibility and creative approaches to problem-solving. You will be empowered to take ownership of your responsibilities while working in a supportive team atmosphere.
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**Application Deadline:**
Please submit your application by **October 17, 2024**.
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**Equal Opportunity Statement:**
Nike is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, or any other characteristic protected by law.
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Join us at Nike and be a part of a team that is redefining the sports industry and shaping the future of customer engagement!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
