Customer Experience Specialist

2 weeks 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 boutiques 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 global head office in Burleigh Heads.

**The role**:

- 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 further support
- 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 and 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 resolution focused
- 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.
- 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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