CX Specialist Wanted!

Have you got retail experience and now want to work behind the scenes in Retail? Better still, want to work in a team that sells toys, collectables & hobbies?

Join our customer support team, working within a supportive, inclusive environment whilst developing your skills on your journey to management & leadership.

We are looking for like-minded individuals who have a passion for creating positive retail customer experiences. The position is really helped as we sell very cool products and have built a loyal customer base over many years.

Ideally we are looking for a full time role, however we are open to part time at our Notting Hill distribution centre located in Melbourne’s eastern suburbs.

Key Responsibilities

• Taking ownership of customer enquiries through emails and phone calls, backed up by an in store customer service team full of technical knowledge.
• Assist in resolving product, warranty or service questions and concerns by clarifying the customer's needs; determining the cause of the concern; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Go the extra mile to provide a consistent experience across all customer service channels ensuring a timely resolution of questions and concerns.
• Customer experience management: reviewing the customer journey, identification of friction points, implementation of improvements, efficiencies and metrics to build overall CX.

Skills and Experience

• Minimum of 2 years of retail or customer service experience, preferably in online retail. Whilst this is our preference, we know you have to start somewhere and are always open to talking to prospective team members who have passion and drive.
• Excellent communications skills (fluent written and spoken English required) with a great phone manner.
• Strong organisation and time management skills.
• Must have permanent right to work in Australia.
• Ability to learn new systems and comfortable working in a technology-based environment.
• Attention to detail.
• Ability to collaborate well with a diverse & inclusive team.
• Willingness to learn new and regularly improve on existing skills.
• A pro-active personality that takes the initiative to get things done.
• Hobby and toy knowledge is highly regarded but not essential.

If this sounds like you, we would love to hear from you. It's essential you send your cover letter and resume to Candice at ***email_hidden*** with ‘ CX Application’ in the subject line. We understand many applicants apply for many roles and we also see many applicants apply for our roles, so stand out from the crowd with a great cover letter.