Customer Experience Specialist

5 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, working from our beautiful head office in Burleigh Heads.

**The role**:
**This is a 12 - 18 month contract to cover maternity leave. We are looking for a full time Customer Experience Specialist to work Monday - Friday and also take on a rotating Saturday roster that is shared amongst the team.**

**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
- Escalating appropriately to your manager any issues that need a ‘supervisor’s touch’
- 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

**Experience and Skills Required**:

- Proven experience in a customer service role
- Excellent communication skills, time management, organisational 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 rotational Saturday shift

**GRACE Benefits**:

- Our global HQ is located in beautiful Burleigh Heads with great cafes on every corner and the beach across the road
- You'll receive substantial product discounts of up to 30% to 50% for yourself, your direct family, and friends.
- Benefit from an Employee Discount Platform, allowing you to enjoy exclusive discounts at major Australian retailers, making your shopping experience more affordable.
- Take advantage of Car Novated Leasing/Salary Packaging options through Flare, providing flexibility and financial benefits.
- Enjoy a generous commission plan, providing the opportunity to earn additional income based on your performance
- Receive continuous support and development opportunities, ensuring you can enhance your skills and progress in your professional journey.
- Access our company-supported Employee Assistance Program, providing confidential counselling and support.
- Work with a passionate, and driven team that know how to work hard and have fun doing it
- Work with brand that holds ethical and sustainable manufacturing at its core.
- Enjoy team rewards, a monthly employee recognition program, bi-annual team celebrations, and many more perks, creating a positive and rewarding work environment.

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