Customer Service Agent

3 weeks ago

North Ryde, Australia FREEDOM Furniture Full time

Who we are
Take a seat at Freedom, the home of innovation, empowerment, and opportunity. For more than 40 years, we've continued to deliver on our promise: to make beautiful things for the home available to everyone.
Our company is about our people, so honesty, transparency and recognition are at the heart of how we work. Spend your day inspired to grow, through problem-solving, collaboration and hard work. We're design-led, passionate and constantly evolving.
We want you to be part of our journey, so pull up a chair, and find out what it means to work in our Customer Service team.
What you'll be doing
We are currently recruiting a new team of Customer Service agents to be based across Australia to work both on a full-time and part-time basis on a rotating roster.
Through your management of customer contact, you will serve as the primary point of contact for all customer inquiries. Your role extends beyond mere resolution, as you act as an advocate for our brand, ensuring that every interaction leaves a positive and lasting impression.
- Use effective questioning techniques to unlock root cause of contact and demonstrate and understanding of customer needs
- Provide the customer with confidence and deliver on promised communication timeframes for queries that cannot be immediately resolved.
- Effectively deal with customer enquires about deliveries, collections, back orders, returns, refunds, spare parts and repairs, etc. in line with freedom's Customer Service policies and procedures
- Liaise with the Products Department, Suppliers and freedom stores for stock availability or order status updates
- Be familiar with the selling systems, ecommerce platform, store Point Of Sale and payment service providers.
- Capture any enquiries outside of the existing frequently asked questions and take to leadership to create automation and article in knowledge base.
- Where applicable, actively engage with customers, providing personalised sales service tailored to the customers needs.

Who you are
- Proven Experience working with a customer service team or retail team.
- A good knowledge of the freedom product range to be able to recommend products and respond to product enquiries.
- Active comprehension and listening skills to effectively understand customer enquiry
- Proactiveness - Anticipate customer needs, plan actions and help.
- High level of communication skills, both written and spoken.
- Proven experience in communication and customer interactions through different channels.
- Positive and 'can do' attitude.

Perks of the job
- A Competitive Salary + Superannuation
- Limitless career growth opportunities - A development plan built around your goals and beyond. We offer access to internal and external training programs A career with Freedom can take you anywhere.
- 25% staff discount across all Freedom products, including sales prices.
- Work in a friendly and supportive environment.
- Primarily Work from home arrangements with a minimum of 2 connection days in store of head office per month

Have a voice, make an impact, and find your seat at Freedom.
Freedom to grow. Freedom to think. Freedom to be.

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