Customer Experience Specialist

7 months ago

Burleigh Heads, Australia Grace Loves Lace Full time

**_Grace Loves Lace_**_ _is the world leader in innovative, modern bridal with an e-commerce store and showrooms around the globe We are continuing to grow, and to ensure that our brides continue to receive our award winning customer service we are looking for an amazing service driven individual to join our _Customer Experience _team based in our global HQ in Burleigh Heads, QLD.

**The Role**:
This role will support the Customer Experience team to deliver an exceptional post purchase, customer experience to our brides.

The role of **Customer Experience Specialist** is to support the team with driving productivity and ensuring process and procedural efficiencies within the department. This role will be executing strategies to ensure that our team deliver an exceptional customer experience to every bride while meeting our customer service and satisfaction KPI's. An understanding of garment production is highly regarded to be able to support and develop the team to troubleshoot gown faults and alterations for this role.

**The role will be working Monday to Friday but will have a rotating roster that involves working the occasional Saturday.**

**Key responsibilities**:

- Dealing with any customer complaints and using resolution strategies to be able to ensure our brides issues are resolved in a timely manner
- Reporting and troubleshooting on issues with gown styles and return reasons
- Escalating appropriately to your manager any issues that need further attention and support
- Assisting customers in the process of locking in their measurements to meet key production time frames
- Assisting brides with the purchase and processing of post-sale add-ons like veils and other key accessories
- Assisting as required with processing orders and sending order confirmations
- Liaising with domestic and international couriers and assisting with the return/exchange process

**Key requirements**:

- Proven experience in a customer service role
- Excellent communication skills, time management, organizational skills, high standard of attention to detail and customer service oriented
- A strong work ethic and ‘can do’ attitude
- The ability and enthusiasm to go above and beyond for each customer
- Ability to remain calm in challenging situations and show a high level of resilience
- You are a problem solver and look for solutions rather than looking at the problem
- Ability to meet daily goals and deadlines
- Ability to work individually and in a team environment to achieve targeted results
- IT skills using spreadsheets, Outlook, data entry and experience using a Customer Relationship Management (CRM) program
- Production knowledge and experience desirable
- A passion for our brand and exceeding expectations is essential
- Ability to work a full time roster of Monday - Friday and occasional Saturdays as part of a rotating roster.

**Desirable Knowledge/Behaviours**:

- Previous experience of a sale ERP platform, ideally NetSuite, a distinct advantage.
- Previous experience within garment manufacturing and production highly desirable
- Previous experience in a Contact/Call Centre environment would be highly desirable

**Benefits**:

- Work in beautiful Burleigh Heads with great cafes on every corner
- We love our coffee - awesome free barista style coffee onsite
- Amazing discounts on GLL products for you, friends and family - we love our team to wear our products
- Pet friendly workspaces
- Be a member of a highly passionate team in a growing business that is expanding both nationally and internationally
- Continued support and development opportunities
- Work with a fantastic, passionate and driven team that know how to work hard and have fun doing it
- Generous staff product discounts, team rewards, monthly employee recognition program, bi-annual team celebrations and much, much more

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