Customer Service Officer | Melbourne Head Office

Posted on 08-Nov-2017
Application Close Date: 29-Nov-2017
Job Details
Melbourne Head Office
Retail Operations
Position Type:
Contract Full Time
Job Reference:
Note clipNo File Attached
  • Join an established National Footwear Group
  • 2x 3 month contract roles
  • Generous 50% discount across all brands
  • Port Melbourne location


With a portfolio comprised of Australia's most iconic and beloved brands - Diana Ferrari, Williams, Mathers and Colorado - Fusion Retail Brands is the custodian of Australia's favourite footwear and apparel. Drawing on over 150 years of history and experience, our brands are fixtures of the Australian retail landscape, renowned for their quality products and ongoing commitment to customer satisfaction. 


Dedicated to growth, excellence and evolution, our success is predicated on connecting with consumers in authentic and unexpected ways, while remaining true to the rich heritage of each of our brands.   Progressive and forward thinking, we continue to evolve employing over 1,500 people throughout our Support Office in Port Melbourne and 280+ stores nationally.


We are currently looking for two passionate and energetic full time Customer Service Officers to join our Support Office in Port Melbourne. Reporting directly to the Customer Service Team Leader, this role is accountable for providing exceptional customer service to our thriving customer base, whilst working within a tight-knit, friendly team.  


About the role:


  • Provide Fusion customers with exceptional customer service via the Fusion hotline, carrying out refunds and exchanges when required, liaising with retail stores and external parties (e.g. Australia Post, Warehouse)
  • Investigate enquiries and respond promptly and professionally to all customers
  • Monitor, log and respond to all customer queries
  • Manage all accounts ensuring records are kept seasonally
  • Respond, log and monitor all customer contact/feedback promptly and professionally
  • Answer phone queries and  emails effectively and action accordingly
  • Assist in developing and maintaining up-to-date processes for an evolving environment
  • Source stock from stores and send to VIP's in a timely manner
  • Relieve Reception as and when required


The successful candidate will have:


  • Excellent customer service skills with a genuine passion to assist customers with finding solutions
  • Fantastic verbal communications skills and phone etiquette and the ability to build excellent rapport and demonstrate empathy
  • Exceptional written communication skills; ability to articulate sensitively and professionally via email
  • Skilled and organised at managing deadlines in a fast-paced, high-volume work environment
  • Naturally inclined to search for ways to streamline processes and procedures
  • IT Savvy; proficiency in Microsoft Office suite (Outlook and Excel specifically)


If you have a vibrant and friendly personality, put customer service first and are a great team player, apply today!


Please be advised that only short listed candidates will be contacted.