Customer Care Officer

Established in 1915, Haigh’s Chocolates is the oldest family-owned chocolate maker in Australia. Run by fourth generation Haigh’s family, we employ over 950 people across 21 retail stores currently located in Adelaide, Melbourne, Sydney and Canberra, as well as online, plus two factories and head office. Using only the finest and freshest ingredients, Haigh’s prides itself on being a chocolate ‘bean to bar’ specialist, committed to the art of premium chocolate making. Haigh’s roast their own cocoa beans, ethically sourced from plantations around the world, to create a unique blend of premium milk and dark chocolate.  Through meticulous artisan skills that include handmade chocolate creation and finishing, combined with advanced manufacturing equipment and techniques, Haigh’s creates exquisite chocolates that look and taste delicious.

We’re looking for a friendly and proactive Customer Care Officer to join our team on a permanent, part-time basis (15.2 hours/2 days per week). To support our busiest times of year, you’ll also need to be available to increase to full-time hours (or close to) for approximately four weeks before Christmas and three weeks before Easter.

As a valued member of our small, close-knit team, you’ll work alongside the Customer Care Team Leader to help ensure our customer service runs smoothly and efficiently. We take pride in delivering outstanding experiences and in this role, you’ll play a key part in making every customer interaction exceptional.

If you love connecting with people and take pride in creating memorable moments, we’d love to hear from you!

Key Responsibilities for Success in This Role Include:

• Delivering a premium customer experience across multiple channels, including phone, email, live chat and social media.
• Following established customer service processes and guidelines to ensure every interaction exceeds expectations.
• Collaborating with the Customer Care Team Leader to proactively identify and implement service improvements.
• Accurately recording and analysing customer feedback, ensuring all communication is documented consistently in the ticketing system.
• Performing a range of general administrative tasks to support the smooth operation of the Customer Care team.

What you’ll bring:

• Exceptional communication skills - professional, respectful and customer-focused.
• Strong problem-solving skills and a proactive, solutions-focused mindset.
• High level of initiative.
• Ability to stay highly organised, prioritise effectively and manage multiple tasks calmly and efficiently.
• Prepared to confidently handle sometimes challenging conversations.
• Competence with administrative systems, visitor management tools and Microsoft Office Suite.
• Experience using Zendesk or other ticketing system (desirable).
• A positive, can-do attitude, a sense of fun and a passion for chocolate!!

Haigh's believes that by valuing differences in backgrounds, cultures, abilities and experiences, that our work environment will be free from bias and prejudice.  We are committed to making reasonable adjustments for those with disability to provide a positive barrier-free recruitment process and supportive workplace.