Customer Experience

2 weeks 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 850+ stores, 34 brands and over 30+ online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Timberland, Stylerunner, Hoka, UGG, Saucony, & Nude Lucy
Why work here at Accent Group?
- Generous Team Member Discounts on all Accent Group brands
- Discounted Access to Gym Membership & Healthcare
- Continuous on the job training & growth opportunities
- State of the Art Office in Cremorne, Victoria

**About the Role**:
We have an exciting opportunity available for a Full Time Customer Experience (CX) Agent to join our Customer Experience Team. Reporting to the Customer Experience Team Lead, your responsibilities will be to support our customers through our digital channels in a collaborative environment where the customer comes first, and their experience is at the forefront of every interaction.
**Your key responsibilities will include**:

- Work as part of a close team to ensure our customer always comes first.
- Keep our customers smiling by maintaining a high satisfaction score (CSAT).
- Ensure support requests are resolved in a timely manner.
- Identify areas for process improvement and make recommendations to the leadership team.
- Provide feedback from Customer Experience to the wider business.
- Be adaptable to multiple brands (tone, language, product etc.)
- Process the daily operational needs of internal and external customers.
- Assist with freight tracking and customer returns.
- Handle stock enquiries, product enquiries and queries around marketing promotions.

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

- Previous customer service experience, preferably gained from the retail or wholesale industry.
- A commitment to excellence and customer satisfaction.
- Strong communication skills both written and verbal.
- Solid Microsoft Office skills.
- 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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