Support Centre Branded Advert

7 days 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
As the Head of Customer Serivice you will be directly responsible for the customer service teams inclusive of KPIs across response times, returns and rectifications and effective management of good faith payments, ACCC and state-based consumer tribunal investigations. Your key objective is to enhance the customer journey, remove friction points for both staff and customers across Austalia and New Zealand. Optimize resources and technology to deliver against our customer support strategy and ambition. The following responsibilities are:

- Build, in-conjunction with key stakeholders, a compelling omnichannel customer service experience model that aligns to the brand values and grows customer service metrics and sales.
- Set and maintain customer initiatives to deliver high levels of customer satisfaction across all areas of the operation, including customer service team KPIs (inclusive of Live Chat, Distribution channels, Social & Product Review Engagement and Online Fulfilment Obligations).
- Collaborate on workforce and technology planning ensuring current and future requirements are met and aligned to the strategic plan.
- Be the Retail Operations advocate for Freedom's Voice of the Customer Program, implementing initiatives across the retail and customer service team to support continued improvement in customer measures, including NPS.
- Identify opportunities to streamline processes and procedures that contribute to improved performance and efficiencies (including cost of doing business benefits) in the customer service team.
- Develop better business practices/resources that benefit customers across the omnichannel customer journey.
- Report data, insights and trends on customer related activities as required.
- Working with the broader digital, marketing and CRM team to improve and coordinate all outgoing customer communication.
- Comply with Freedom's Privacy Policy and all requirements associated with the Privacy Act 1988 (Cth).

Who you are
- Strong project and change management experience
- Minimum 5+ years customer care team experience.
- Experience with Zendesk and Qualtrics preferred.
- The ability to work collaboratively with a range of internal and external stakeholders, team player with a positive attitude.
- Experience with Zendesk and Qualtrics preferred.
- Strong commercial acumen.
- Strong business analysis skills and information modelling the provides insights and proven ROI.
- Proven success in planning, developing and executing.

Perks of the job
- Working from home options once you have your feet under the desk.
- 25% staff discount across all companies under Greenlit Brands, including sales prices.
- Discounts on health cover, travel and more through OurHub, our partnership discount program.
- Free on-site gym and classes.

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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