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Customer Service Representative Opportunities - Job Opportunity at Kogan

South Melbourne, Australia
Full-time
Entry-level
Posted: August 21, 2025
On-site
AUD 45,000 - 55,000 per year based on entry-level customer service positions in Melbourne's e-commerce sector, with potential for performance-based increases given Kogan's growth trajectory and emphasis on results-driven culture

Benefits

Comprehensive Kogan First membership providing exclusive access to premium services and discounts, positioning employees as valued internal customers
Extensive team-exclusive discount programs across Kogan's product ecosystem, offering significant cost savings on technology and consumer goods
Holistic health and wellness program supporting physical and mental well-being, demonstrating commitment to employee care beyond traditional healthcare
Structured learning and development opportunities including lunch-and-learn sessions, ensuring continuous professional growth in a rapidly evolving e-commerce landscape
Innovation-focused hackathons providing platforms for creative problem-solving and direct impact on business solutions
Lucrative team member referral program recognizing employees as brand ambassadors and talent acquisition partners
Regular company and team celebration events fostering strong workplace culture and recognition of achievements
Community engagement and volunteering opportunities allowing employees to contribute to social impact while building team cohesion
Extensive career development pathways within Australia's pioneering e-commerce organization, offering clear advancement opportunities

Key Responsibilities

Lead resolution of complex escalated customer issues across multiple platforms including Salesforce and SAP, directly impacting customer retention and brand reputation through expert problem-solving
Deliver personalized customer support via email and phone channels, serving as the primary brand ambassador and relationship builder for high-value customer interactions
Execute critical financial processes including refunds, credits, and replacements with precision, directly affecting customer satisfaction metrics and company financial accuracy
Coordinate with freight carriers and logistics partners to ensure seamless order fulfillment, playing a vital role in the end-to-end customer experience that drives repeat business
Collaborate strategically with cross-functional teams to identify and implement customer experience improvements, contributing directly to business process optimization and competitive advantage
Maintain expertise in Kogan's product portfolio and market trends, serving as a trusted advisor who drives informed purchasing decisions and customer loyalty
Drive operational excellence within the Customer Care team through meticulous task management and quality assurance, ensuring consistent service delivery standards
Lead process innovation by creating, testing, and documenting new operational procedures, directly contributing to scalability and efficiency improvements
Mentor and develop overseas agents through training programs and capability building initiatives, extending the company's service quality standards across global operations

Requirements

Education

University Degree highly regarded but not essential

Experience

Entry-level to experienced professionals welcome

Required Skills

Customer centric mindset with willingness to go above and beyond Effective and empathetic communication across multiple channels including phone and email Tech-savvy with ability to use various IT and cloud-based tools Excellent attention to detail with ability to handle volume tasks accurately Excellent multitasking abilities to manage multiple projects and priorities Ready to challenge and be challenged within disruptive business model
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Sauge AI Market Intelligence

Industry Trends

E-commerce customer service is evolving toward omnichannel support with integrated CRM systems like Salesforce becoming standard, requiring representatives to manage complex customer journeys across multiple touchpoints while maintaining personalized service delivery The Australian e-commerce market is experiencing rapid growth driven by changing consumer behaviors post-pandemic, creating increased demand for skilled customer service professionals who can handle higher volumes while maintaining quality standards Automation and AI integration in customer service is reshaping the role from basic inquiry handling to complex problem-solving and relationship management, requiring representatives to develop higher-level analytical and interpersonal skills

Role Significance

Likely part of a 15-25 member customer care team with opportunities to mentor overseas agents, indicating both collaborative teamwork and leadership development potential within a structured but dynamic environment
Entry to mid-level position with significant growth potential, offering direct customer impact and cross-functional collaboration opportunities that provide exposure to various business functions and strategic decision-making processes

Key Projects

Implementation of new customer service technologies and process improvements that directly impact operational efficiency Cross-functional initiatives to enhance customer experience based on direct feedback and market insights Training and development programs for international team members expanding global service capabilities

Success Factors

Deep understanding of e-commerce operations and customer journey mapping to provide contextual solutions that address root causes rather than symptoms Ability to balance high-volume task completion with personalized service delivery, maintaining efficiency without compromising quality standards that drive customer loyalty Strong technological adaptability to master multiple platforms including Salesforce, SAP, and emerging tools while contributing to process optimization initiatives Cultural alignment with Kogan's innovative and disruptive business model, demonstrating entrepreneurial thinking and willingness to challenge traditional customer service approaches

Market Demand

High demand driven by Australia's expanding e-commerce sector and Kogan's position as a market leader requiring quality customer service talent to maintain competitive advantage and support continued growth

Important Skills

Critical Skills

Technological proficiency with CRM and ERP systems is essential as modern customer service relies heavily on integrated platforms for comprehensive customer management and data-driven decision making Empathetic communication skills are crucial for building customer relationships and managing complex emotional situations while representing the brand professionally across multiple channels Multitasking and attention to detail abilities are vital for managing high-volume workloads while maintaining accuracy in financial transactions and customer data management

Beneficial Skills

Process improvement and analytical thinking skills will become increasingly valuable as the role involves identifying opportunities for operational enhancement and contributing to business optimization initiatives Cross-cultural communication abilities will provide advantages given the international team mentoring responsibilities and potential for global career development within Kogan's expanding operations E-commerce industry knowledge and market awareness will enhance effectiveness in providing informed customer advice and contributing to strategic discussions about customer experience improvements

Unique Aspects

Opportunity to work with Australia's e-commerce pioneer, providing exposure to industry-leading practices and innovative business models that shape the future of retail
Direct involvement in training international teams, offering global perspective and leadership development opportunities typically not available in traditional customer service roles
Access to comprehensive testing and development programs that demonstrate company investment in employee growth and skill advancement
Integration with advanced technology stack including Salesforce and SAP, providing valuable technical experience that enhances career marketability
Emphasis on innovative thinking and process improvement, allowing creative professionals to directly impact business operations and customer experience

Career Growth

12-18 months for internal advancement opportunities given Kogan's rapid growth and emphasis on promoting from within, with clear pathways to specialized roles in customer experience, training, or account management

Potential Next Roles

Senior Customer Service Representative or Team Lead positions within 18-24 months Customer Experience Specialist roles focusing on process improvement and customer journey optimization Training and Development Coordinator positions leveraging mentoring experience with overseas agents Account Management or Customer Success roles for high-value client relationships

Company Overview

Kogan

Kogan.com is recognized as a pioneer in Australian e-commerce, operating as an ASX-listed technology and retail company that has disrupted traditional retail models through direct-to-consumer sales and innovative supply chain management

Market leader in Australian online retail with strong brand recognition and competitive positioning against both traditional retailers and international e-commerce platforms, offering stability with growth potential
Dominant presence in Australian and New Zealand markets with headquarters in Melbourne, providing employees with exposure to regional expansion strategies and cross-border e-commerce operations
Fast-paced, innovation-driven environment that encourages entrepreneurial thinking and rapid decision-making, with emphasis on results, autonomy, and direct impact on business outcomes
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