Customer Experience Specialist

2 weeks ago

Sydney, New South Wales, Australia Alquemie Group Full time

Full-time Customer Experience Specialist - 2IC
Alquemie Group is a house of brands that include General Pants, SurfStitch, Ginger & Smart, National Geographic Apparel and LEGO Certified Storeswith more in the pipeline

With passion and precision at the heart of everything we do, being a Customer Experience Specialist is no exception You will collaborate with our retail and warehouse teams to ensure a seamless customer experience across our Alquemie Group brands

About the role:


As a Customer Experience Specialist, you'll be responsible for responding to customer's feedback and enquiries, solve interesting challenges, identify opportunities to improve processes, train and support the Customer Experience team with meeting service standards and KPI targets.

This role will be based in our Alexandria, Sydney Support Office and reporting into the Customer Experience Manager.

  • Work closely with the Customer Experience Manager to ensure the team are meeting their KPI's and adhering to the customer experience guidelines
  • Oversee customer complaints to ensure they are resolved same day with a winwin outcome monitoring the team's responses
  • Assist in producing the weekly customer service reporting in line with KPIs
  • Manage customer feedback and enquiries, and escalate requests to other team members across the organisation
  • Work closely with the Customer Experience Manager to lead and inspire the team to dig deep, love what they do and be proud of their contribution to the wider business strategy
  • Contribute to the organisation's culture by maintaining productive relationships across all areas of the business and Alquemie Group
  • Help build brand loyalty with customers and convert our customers into lifelong shoppers.

About you:

  • Previous experience in Customer Service and or Retail Management
  • Excellent communication skills; both written and verbal
  • Demonstrated experience in handling enquiries and problem solving.
  • Experience working within a high performing team and being a team player.
  • Experience multitasking and managing your workload efficiently.
  • Experience in managing own administration tasks promptly and with high accuracy.
  • Intermediate computer and Microsoft Office skills.
  • Available to work 38hrs per week, Monday
  • Friday onsite in our Sydney Support Office

Why join us?


At Alquemie Group, we believe in creating a supportive and inclusive environment that promotes and celebrates individuality and an entrepreneurial spirit.


  • Staff discount between 20% 50% across all Alquemie Group brands


 Wellbeing
  • We invest in your mental health and wellbeing through training, EAP, YOU days


 Parental Leave Policy
  • For both permanent & casual employees and primary & secondary carer
  • Career Development & Training
  • Paid study support & opportunities be a part of our training workshops


 Bonus & Perks
  • Enjoy performance incentives & endless recognition for all your hard work
  • If you are looking for your next challenge, have the relevant experience and are excited about this opportunity we would love to hear from you. APPLY NOW_

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