Cx Retail Support Shift Agent

5 days ago

Cremorne, Australia Accent Group Full time

Accent Group Limited is the leading digitally integrated retail and distribution business in the Apparel and Footwear performance and lifestyle market in Australia and New Zealand. With over 700+ stores, 33 brands and over 35 online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Pivot, Timberland, Stylerunner, Palladium, Stance, Saucony, EXIE & 4Workers

**About the role**:
We have two exciting roles available for Customer Experience Support Shift Agents to join our Customer Experience (CX) Team. Reporting to the CX Team Leads your responsibilities will include supporting our retail teams across 700+ stores in a collaborative environment where the customer comes first, and their experience is at the forefront of every interaction. In this diverse and challenging role, you are responsible for delivering excellent standards in customer experience and will be an integral driver of company culture.

The Retail Support team operates across 7 days a week, from 7am - 7pm. We are looking for passionate individuals with retail experience, who are available to complete shifts within these hours.

**Your key responsibilities will include**:

- Acting as the first point of contact for our retail teams
- Troubleshooting in-store roadblocks, and high-pressure customer interaction
- Identifying and escalating support requests to ensure it is resolved in a timely manner
- Working as part of a close team to ensure our store network is supported to provide the best customer experience possible
- Assisting our Customer Experience team with process related requests within set timeframes, and SLAs
- Identifying areas for process improvement and make recommendations to the leadership team
- Building a closed feedback loop from retail teams to the wider business
- This role is a full-time permanent shift work position
- Melbourne based - working from Melbourne Support Office with ad-hoc shifts working from home due to shift work capacity | laptop, headset and data sim card included

**To succeed in this role, you will need to have**:

- Demonstrated experience within a customer service role
- Previous Contact Centre experience highly regarded but not essential
- A people centric attitude - polite and friendly written and verbal communication
- Experience within retail customer service highly regarded
- Experience within footwear and/or apparel retail environments
- Ability to demonstrate initiative and able to work well autonomously
- Possess adequate problem-solving skills and can think quickly on your feet
- Flexible availability to work across 7 days between 7am - 7pm
- Affiliation with Accent Group Core values and “Make It Happen” attitude.

At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves.The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.

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