Customer Service Officer

Position Purpose

To service the client’s customers by processing orders, providing excellent customer service, and promoting the e-commerce site. The role also provides administrative and service support to team members, Customer Service Seniors, and the CSC Manager.

As a customer advocate, this role is about guiding and inspiring customers to get outdoors and enjoy the world. You will assist customers across all channels with sales and service queries while maintaining consistently high service and satisfaction levels.

Continuous improvement is also a critical part of this role—providing feedback to CSC Seniors/Manager and helping improve processes for a better customer experience.

Key Accountabilities

Customer Service

• Provide professional, courteous, and prompt responses to all customer contacts.

• Identify customer needs, recommend suitable products, and highlight features/benefits.

• Promote loyalty programs, current promotions, and marketing campaigns.

• Communicate out-of-stock items or delays and offer appropriate solutions.

• Provide ongoing support for both internal and external customer inquiries.

• Escalate contacts/issues as appropriate.

• Handle complaints professionally and share feedback with relevant teams.

Systems and Procedures

• Ensure proper use of systems and remain actively logged in to manage contacts.

• Tag/categorize contacts accurately upon completion.

• Maintain neat, accurate, and orderly records and notes.

• Follow all order risk assessment processes.

• Escalate issues or process concerns to the CSC Manager.

Security

• Conduct financial risk assessments for flagged orders.

• Stay alert to credit card fraud and follow mitigation procedures.

• Secure all company property and adhere to confidentiality agreements.

• Escalate potential security risks to the CSC Manager.

• Training and Development

• Stay up to date with training modules.

• Share expertise with peers through feedback and coaching.

• Undertake training assigned by the CSC Manager.

Essential Qualities

• High attention to detail and strong computer skills.

• Proficiency in Outlook, Word, Excel, and cloud-based systems/apps.

• Strong interpersonal, conflict resolution, and problem-solving skills.

• Excellent verbal and written communication (including spelling).

• Ability to work independently in a fast-paced, self-directed environment.

• High energy, enthusiasm, and a “can-do” attitude.

Qualifications & Experience

• Experience in a fast-paced customer contact environment (multi-channel preferred).

• Knowledge of e-commerce ordering and customer management tools.

• Familiarity or interest in outdoor pursuits, travel, and/or adventure.

• Common Responsibilities (All Employees)

Health, Safety & Wellbeing (HSW)

• Prioritize safety in all decisions and actions.

• Follow OH&S requirements and report hazards promptly.

• Participate in health and wellbeing initiatives.

Diversity & Inclusion (D&I)

• Treat everyone with dignity and respect.

• Collaborate effectively with people of diverse backgrounds.

• Recognize and address bias.

• Promote inclusivity and escalate concerns when needed.

Environmental, Social, and Governance (ESG)

• Support the client’s ESG and sustainability values.

• Take personal responsibility for learning and applying sustainability practices.

• Consider the impact of every decision on people and planet.

Carbon Footprint

• Support the client’s commitment to carbon neutrality.

• Ensure business travel is critical and not replaceable by remote options.