Call Centre Customer Experience Agent

2 days ago

Mascot, Australia Winc Full time

**Date**:23 Sept 2025

**Location**: Mascot, NSW, AU, 2020

**Company**:Winc Australia

**ABOUT US**:
Winc is a company that exists to inspire millions of people in Australia with new and better ways to work and learn. From office, school, facilities and safety essentials, services like print and marketing, to demonstrating what more is possible with our technology and workspace solutions, Winc has a wide product range that can be tailored to our customers’ needs.

**ROLE PURPOSE**:
Our team’s purpose is to deliver effortless service experiences while continuously identifying opportunities to improve processes, enhance satisfaction, and strengthen customer relationships.

The start date will be in early November 2025 (either 3 November or 10 November).

**KEY ACCOUNTABILITIES**:

- Handle inbound & outbound customer enquiries
- Follow up internal and external enquiries
- Manage customer complaints
- Identify and report on trends in customer enquiries
- Participate in learning sessions to learn new skills/processes
- Look for ways to improve the customer experience
- Help our new and existing team members when required
- Deliver on KPIs and targets relating to sales responsiveness, quality, and call handling
- Ownership over customer queries, delivering a first call resolution where possible and highlighting potential repeat call drivers

**WHAT WE LOOK FOR**:

- Confident in managing multiple systems while engaging with customers
- Previous experience in customer service and/or sales, or a strong eagerness to learn for those new to the field
- Enthusiastic team player committed to delivering exceptional customer experiences
- Adaptable, proactive, and eager to learn and grow
- Strong communication skills, with active listening and problem-solving ability
- Solid computer proficiency (experience with Salesforce, SAP, Windows, and Genesys is highly regarded)

**WORKING WITH WINC**:

- We believe we’re better and smarter together and our values reflect our commitment to creating a welcoming, diverse and inclusive environment.
- We all reap the rewards of diversity with gender equity across teams, senior management and internal promotions as just the beginning.
- We are committed to First Nations empowerment and support and clear on our responsibility to take action to address the imbalance in opportunities.
- We are focused on working towards a more sustainable future with our Winc Social Agenda - our plan to make a difference across six pillars of social responsibility (Safe Work Practices, Gender Equity, First Nations Empowerment and Support, Climate Change, Responsible Packaging/Management of Waster and Ethical Sourcing).
- We’re passionate about setting our people up for success and providing the training, tools and environment to enable you to perform your best and develop your career at Winc.
- We take care of our people through our internal Mental Health First Aider network, free access to our Employee Assistance Program, and generous leave entitlements to support you through the various priorities and stages of life (e.g. Lifestyle Leave, Volunteering Leave, Cultural Awareness Leave, Sorry Business Leave, Paid Parental Leave, Domestic Violence Leave).
- And finally, there’s plenty of perks Our much loved quarterly Our Heroes recognition program, team discounts, corporate partner discounts. People say it’s a really collaborative and supportive environment - why don’t you be the judge?

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