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Customer Care Consultant

Kmart Australia & NZ

Location: Mulgrave

Job Type: Full time


K MART Australia Ltd

Brighter Futures Start here

As Australia’s biggest and most loved retailer, we've been brightening up everyday life for families for over 50 years. At our stores, distribution centres, and offices in Australia and New Zealand. All around the globe. Our diverse and inclusive 47,000 strong team come together for a common cause. Giving families easy access to our on-trend products and incredibly low prices – it's the heart of everything we do.

As a leader in the retail market, we're optimistic about our future and yours. We're relentless in our pursuit for results, but changing at a rapid rate, giving you challenging work that you'll be proud of. We celebrate your uniqueness and individuality. Because at Kmart it's not just what you do, it's who you are that makes every day living brighter.

Join the team

We have a fabulous opportunity for a Customer Care Consultant to join our vibrant team. In this role, you will be a brand ambassador for Kmart and play a pivotal role in effectively investigating, managing, and responding to customer complaints. This is a fantastic opportunity at Kmart that provides excellent training and the support of a great team. You will liaise with numerous stakeholders throughout the business and have the opportunity to make your mark. At Kmart, there is loads of opportunity for growth and development while working in a fun and engaging team.

What you'll be doing:

  • Delivering exceptional customer experiences through streamlined, proactive, and consistent complaints resolution across multiple channels.

  • Responding to customer complaints and enquiries via phone, email, live chat, text

  • Providing clear direction and instruction to customers on product returns, store experience, online order enquiries, supporting vulnerable customers and customer complaints resolution.

  • Being a brand ambassador for Kmart, embodying our values and positively promoting the brand in a multichannel customer service environment

  • Liaising with numerous stakeholders throughout the business to ensure effective resolution of customer complaints and issues

To be successful in this role you'll have:

  • Previous experience working in a multichannel customer service environment

  • Experience investigating and resolving customer enquiries, including managing complex interactions and resolving customer complaints

  • Experience in a processed driven environment following strict compliance and regulatory procedures

  • Proven ability to ‘self-start’ and organise a complex workload and work to deadlines

  • Excellent communication skills and ability to empathise with customers across multiple channels

  • Strong stakeholder engagement skills

  • A proactive approach to achieving KPI’s and meeting targets

  • Experience providing detailed summaries and identifying trends in customer complaints and feedback for operational meetings and forums

Benefits we'll offer you:

  • Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy

  • A team member discount card that gives you a discount at Kmart, Target, Bunnings, and Officeworks

  • A free OnePass membership offering free delivery across Kmart, Target & Catch on eligible products

  • Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health – with over 60 suppliers!

  • We want you to feel rewarded for your commitment and hard work that's why everyone gets the opportunity to participate in a bonus program

  • Free onsite parking when you're required to come into the office

  • We offer inclusive parental leave and ongoing support offered though our partnership with Circle In for team members of all backgrounds and family circumstances

  • A dynamic learning and support program

  • Opportunity to fast track your career through our Mentor Program as a Mentee or Mentor

  • In-house café that serves breakfast, lunch and includes a collaborative space to work in

  • Reflection room, space for prayer, meditation, or time for yourself

  • Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizes

  • Regular product sample sales with tonnes of discounted items to purchase

  • Wesfarmers is Kmart’s parent company and each year eligible employees can elect to purchase shares through a salary sacrifice arrangement

  • Great career opportunities across the broader Wesfarmers Group

We're here to make everyday living brighter

From humble beginnings in Burwood East, Victoria, in 1969, we're now an essential part of 300 communities, and proud of it! From bedding to apparel to kitchenware and beyond. We're designing and creating the products people reach for every day. In-store, online, or Click & Collect – getting the products we love into the hands of happy customers is what we aim to do best. From the remote outback to coastal towns and big cities, and everywhere in-between. We're progressive in our pursuit to create seamless customer journeys for satisfied shoppers.

A place you can belong

At Kmart, we celebrate the rich diversity of the communities in which we operate and are committed to creating inclusive and safe environments where all our team members can contribute and succeed. We believe that all team members should feel valued, respected, and safe irrespective of your gender, ethnicity, indigeneity, religious beliefs, education, age, disability, family responsibilities, sexual orientation and gender identity and we encourage applications from all candidates.

We believe that everyone should have the opportunity to do well when applying or working at Kmart, therefore we encourage you to share any feedback by emailing if you would like any adjustments.

If you would like to explore a career with Kmart and this sounds like the perfect role for you – apply now!

We are a Circle Back Initiative Employer – we commit to respond to every applicant.