Customer Experience Representative

Overview

Aussie Born, Loved Everywhere

At Petal & Pup, we believe that life is a vibrant tapestry woven with threads of joy, friendship, and shared experiences. We celebrate the power of community – the laughter shared with girlfriends, the unwavering support of family, and the uplifting spirit that arises when we as women come together. Founded in Australia and deeply rooted in its laid-back, open-minded and optimistic culture, we embrace this vibrant spirit. With bold colors, playful prints, and effortless silhouettes that radiate femininity and confidence, our collections are designed to make you feel good, both inside and out, and encourage you to immerse yourself in our "no worries" attitude and live life to the fullest. We want to help you celebrate every moment – the spontaneous picnics, rooftop cocktails, your friend’s engagement party, or a cozy bonfire night. We encourage you to step outside, say ‘yes’ to that experience, and savor every precious moment, just like we do in Australia. Celebrate It All with Petal & Pup

If you are a problem solver, self-starter, optimist who loves collaborating and figuring things out, then we would love to connect with you

Role

The Customer Experience Representative is responsible for providing outstanding service to our online customers across all communication platforms in a timely manner, keeping with the tone and feel of the company. The Customer Experience Representative performs duties to a level that meets the team and individual KPI’s as instructed by management in recurring meetings.

Responsibilities

- Provide outstanding service to our online customers with a warm and empathetic approach in line with the Petal & Pup brand and voice across all platforms.
- Attend & contribute to team discussions to help develop strategies & procedures that will contribute to improving overall customer experience.
- Meet and strive to exceed individual and team Customer Experience KPI’s and targets.
- Respond to customer enquiries across all platforms.
- Fulfill end to end customer service.
- Support customers with escalated enquiries through to resolution.
- Work alongside peers to ensure necessary cover is allocated to tasks to ensure business goals are always achieved including cover for leave.
- Maintain clear and open communication within the Customer Experience team.
- Build and maintain strong professional relationships with the Customer Experience Team.
- Build and maintain strong professional relationships across all departments.
- Other duties as assigned.

Major Components

- Encourage open and helpful discussions between all departments of the business through regular communication.
- Build and maintain a professional relationship with all external partners.
- Strong understanding of internal software programs such as: Shopify, Gorgias, Loop, PeopleVox, Whiplash and shipping carriers.

Benefits

We care about our employees and have curated a benefit package that enriches our team's experience. At Petal and Pup we certainly love our work perks

- Flexible Scheduling & Rostering Practices - We Work Around Your Availability (Unless Noted)
- Amazing Employee Discount Program (50%)
- Company Paid Employee Assistance & Mental Health Plans (EAP)
- Positive Company Culture that Celebrates both Personal & Company Milestones

Petal & Pup offers you the chance to make a daily impact on a global business. We look forward to meeting you

#Petal&Pup #Petal&PupCareers #akaBrands #akaYourCareer

Petal & PupPty., Ltd. is an Equal Opportunity Employer (EOE). We are committed to a diverse and inclusive workplace and encourage applicants from all walks of life. Come join us, different makes us better.

If you need assistance or accommodation during the hiring process due to a disability, please contact us at HR@aka-brands.com. Please note that we do not respond to application inquiries or resume submissions via this address.

Principals Only - No Agencies Please.

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