- Leadership, training and quality control of remote agents in customer service responsibilities and administration work.- Accountable for key customer service performance metrics. Responsible for the measurement and effectiveness of all customer service processes.- Management of the customer service team by driving uncompromisable focus on each of our customers receiving a 10/10 experience every time.- Delivering KPI reports weekly and monthly, outlining trends.- Lead projects in relation to improving the customer journey and experience.- Management of Gorgias and all other systems for customer care, including warehouse and carrier portals.- Rostering of the customer service team to maximize sales and customer satisfaction.- Management, review and quality assurance of Social Media and Ad responses.

•Monitor and report on all enquiries that are raised from customers from a variety of channels. These include live chat, form enquiries, Facebook and Instagram. Ensure agents are compliant and providing the best customer experience possible.•Monitor and respond to Google Reviews and escalate feedback to the relevant stores where necessary.•Assist on fraud related cases, reviewing and taking action on cyber attacks.•As the POC for AU&NZ customer service, consult and provide advice on what actions to take to resolve customer complaints. This involves working with offshore CS and local AU retail teams.•Bridging the gap between the offshore CS team and our local teams. Sending updates to the team when there are changes in any of the departments that may affect our customers, involving logistics, category and marketing teams.•Respond to requests raised by store teams relating to loyalty accounts, in store promotions, complaints, payment technicalities, etc.•Monitor and report allergic reactions to the ACCC.•Update or amend e-commerce FAQ pages according to current business practices.•Reporting of customer satisfaction rate and customer service statistics, and develop action plans according to trends in customer feedback, porojecting these matters with the relevant teams.•Assist the wider E-Comm and Marketing team on projects that involve my input and experience on our current customer service systems.

- Perform fraud reviews for ecommerce customer orders through various web tools and applications.- Authorise referred orders for fulfilment, rejection or further investigation.- Identify and take action on fraudulent orders through link analysis.- Report to management any identified trends that pose a risk of financial loss to the group.- Identify or take action on ecommerce customers breaching trade practices.- Action chargeback notifications from banks into our fraud engine.- Liaise with stores on matters pertaining to online fraud both current and historic.- Engage with other risk functions to prevent financial losses and/or investigate instances of fraud.- Liaise with local Police or Federal authorities where needed regarding active fraudulent orders for collection.- Identify opportunities to streamline processes or improve our fraud prevention capability.

Cert.III in Community Pharmacy, S2/S3 Trained.

Credit Trained.