Client Experience Agent

2 months ago

South Yarra, Australia Scanlan Theodore Full time

**About us**:
Scanlan Theodore is continuously in search of passionate, dynamic and inspiring leaders who strive to be value-driven and support core strategies for the development, growth and shared vision for the company.

An industry leader, Scanlan Theodore continues to utilise superior fabrics and artisan techniques, moulding these timeless foundations with a contemporary perspective. Refined aesthetics and continued innovation are reflected through every asset of the organisation, seasonal collections, customer experience and culture.

**About the role**:
We are seeking a Client Experience Agent who is passionate about creating a world class, luxury online client experience to join our Digital team within our Head Office. This strategic full-time role is focused on providing exemplary customer service to our online client across all channels. This Agent will have the ability to communicate and listen effectively, strategically analyse and solve problems whilst maintaining company policies and procedures.

**Key Duties Include**:

- Proactively builds relationship with new clients while nurturing existing relationships with VIP clients
- Educate customers and boutique staff on the quality and construction of Scanlan Theodore garments
- Assist with implementing long-term strategies to improve client experience in collaboration with Client Experience team
- Implement resolutions for clients and highlight and escalate any issues to appropriate department
- Identify client experience opportunities within the business, think creatively and assist in developing long-term solutions
- 1+ years of relevant experience in a similar role in luxury fashion or equivalent industry experience
- Thorough understanding of Australian Retail and Consumer Law in relation to sale of goods, faulty goods, repairs and refunds
- Exposure to online retail with particular use of Shopify, Apparel21, Zendesk, Microsoft Office 365 or similar is advantageous
- Expert in client experience and demonstrates clear problem-solving and resolution skills
- Naturally builds rapport to develop loyal client relationships with a positive and professional attitude
- Highly organised and efficient, with attention to detail and the ability to work under pressure

We are committed to fostering an inclusive and diverse environment where opportunities and challenges are a priority across many facets in which our business operates. We are seeking to recruit, promote and reward our teams according to their professional aspirations, contribution, achievements, and commitment to our values.

Prior to commencing employment in this position, you will need to provide two references, full working rights and successfully complete a police check.

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