Customer Care Analyst

5 days ago


Melbourne, Australia Seed Heritage Full time

Generous staff discounts
- Flexible work arrangements
- Perm. Full Time role with a fast paced, dynamic, growing retail business

An exciting opportunity has arisen for a Customer Care Analyst to join Brandbank. This role will be responsible for
***for maintaining, supporting and identifying improvement opportunities on all platforms of Zendesk across all brands.

The role is to ensure that the system is utilised consistently across the Brandbank group, to drive data and meaningful insights that allow us to continually improve our customer’s experience.

**THE ROLE**:

- Program all workflows, automations, triggers, macros and develop interfaces to enhance the quality and efficiency of both internal and external UX.
- Program chat workflows, routing, triggers, shortcuts, and conversion goals.
- Manage web widget functions and UX to ensure quality and ease of use.
- Maintain and update Talk platform, manage contact numbers, routing, IVR’s and ticket workflow to enable efficiency and ease of use.
- Analyse and report on Answer Bot performance to leverage opportunities and deflect tickets.
- Program queries and create tailored dashboards to leverage key insights and data to support both departmental and business strategies.

**THE IDEAL CANDIDATE**:

- Minimum 2 years’ experience in similar role
- Experience in the Retail Industry
- Experience managing CX platforms (e.g. Zendesk)
- Excellent verbal and written communication skills
- Strong attention to detail
- Analytical mindset

**ABOUT BRANDBANK GROUP**:
Brandbank was founded on bold creative thinking. We exist to ensure that the entire experience of a brand is brilliantly designed and beautifully connected, and the customer is at the heart of everything we do. Our growing business is built on a house of carefully curated brands, each chosen for a specific reason to deliver rich connections to our customers. Brandbank Group consists of Seed Heritage, French Connection, Allkinds, Commonry, kikki.K & Fine-Day.

**WHY JOIN THE BRANDBANK GROUP TEAM?**
- Generous staff discounts
- Supportive team culture and environment
- Opportunity to work for a uniquely Australian Retail Group with a global vision
- Flexible work arrangements
- Employee Referral Program - be rewarded for referring great new people to our team

If you are highly motivated, thrive on a challenge and are passionate about growing your career and are looking for a new adventure, then we would love to hear from you
**APPLY NOW.


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