APG&Co - Customer Care Consultant

APG & Co
A leader in the Australian fashion industry, APG & Co designs and manages Sportscraft, SABA and JAG. For over 50 years, APG & Co. has curated, grown and evolved these brands to be at the forefront of Australian fashion. We celebrate our history while allowing our brands to express themselves in contemporary, relevant and authentic ways.
The working environment is dynamic, professional and passionate. The mission: Bringing Style to Life. APG & Co values working as a collective, thriving on change, and playing to win. We are built to last.


Deliver outstanding ‘on brand’ customer service across all brands, driving customer satisfaction.
Support retail and online channels with all queries and issue resolution.
Key Responsibilities:
1. Customer Support
• Assist all customers over phone, chat and email in a timely manner, ensuring we are providing best practice and ‘on brand’ customer care to our customers.
• Accurately lodge all customer details, phone sales, feedback and queries in Zendesk.
• Assess goods for quality assurance and come to the best resolution for the customer and brand.
• Complete various customer care tasks including but not limited to: processing return to senders; marketplace enquiries; social enquiries; competitions; fraud order management; unfinalized orders and returns; product feedback and reviews.
• Liaise with the warehouse, couriers and internal departments to resolve customer queries, and proactively work together to identify potential issues before they occur.
• Respond to customer product reviews and feedback, and report to the relevant department.
• Provide accurate and succinct reporting when required.
• Accomplish all tasks to KPI standards.
• Escalate issues to the relevant departments and Customer Care Management Team.
• Keep up to date with all new products, new seasons, and promotional activity.

2. Store Support
• Support our stores with a range of queries, escalations and customer support.
• Follow-up on outstanding orders.
• Respond to store IT Service Desk requests.

3. Brand Ambassador
• Be a brand ambassador by representing our brand values and supporting the wider team; including retail, ecommerce, email marketing and logistics, to better service customers where relevant.
• Actively participate in one on one’s and coaching and training sessions.
• Support the Customer Care manager with ad hoc tasks.

KPI's: 90% Satisfaction Rate; 4 hours Average First Response Time; 90% Call Acceptance; 80% One-Touch Tickets; 3 business Days Full Resolution.
COMPLIANCE – Abide by all Company Policy and Procedures.


Perks & Benefits
As part of the APG family, you’ll enjoy:
• 50% off all our brands
• Flexible working options – hybrid WFH and beautiful studio/office space
• 4pm Friday finishes and true work/life balance
• Birthday leave + monthly social events, morning teas & more
• Employee Assistance Program for you and your family
• Paid Parental Leave