Customer Experience Specialist

2 days ago

Wacol, Australia Sealy of Australia Full time

**The Company**

We are Sealy of Australia - the market-leading manufacturer of premium sleeping solutions throughout Australia and the Asia Pacific.

In business since 1923, we partner with our national network of retailers to help millions of people achieve better sleep. Our pursuit to refine and advance Posturepedic® technology backed by orthopaedic research has resulted in world-class innovation that people love.

Headquartered in Brisbane with six manufacturing plants across Australia and New Zealand, staffed by over 750 highly-skilled, highly valued employees, we have a passion for developing local expertise and talent.

**The role**:
We have an exciting opportunity for a **Customer Experience Specialist** to join our growing CX team. The objective is to provide our consumers with a long-lasting, positive experience at every interaction.

**Key responsibilities**:

- Sales support primarily via phone and online:

- Guide consumers through the mattress selection process
- Make recommendations based on consumer needs
- Answer product-related questions
- Direct consumer to relevant retailers to complete the transaction, or
- Assist booking an in-store consultation
- Anything and everything else our consumers may ask us online or over the phone.

**Online Community Management**:

- Monitor consumer sentiment across social and other digital channels
- Reply to consumer queries promptly
- If needed, liaise with the Customer Care team to ensure customer concerns are addressed to their satisfaction

**Business Administration Tasks**:

- You will assist various teams with any business administration tasks (e.g. data entry, reporting, etc).
- This is only required during downtime (e.g. no phone call or chats).

This is a casual or part time opportunity, some evening and weekend work is required.

**Your profile**:

- You are the go-to person for potential and existing consumers, a source of knowledge and expertise for our products and services. No ask is too big or too small. You will go the extra mile to ensure customer satisfaction.
- You are a fast learner and a team player. Your role will require you to use multiple digital platforms and the phone to communicate with customers. You will be working collaboratively with the broader Customer Care and Sales team to deliver exceptional service.
- Brand & Corporate History
- Product Range & Architecture
- Sales Skills
- Customer Support
- Manufacturing

**Requirement**:

- You have more than one year of experience in a concierge, customer service or sales role. Ideally, in the hospitality, travel and retail industry.
- You have a positive, can-do attitude and a customer-centric approach to your work.
- You are a natural communicator with strong interpersonal skills, and have a willingness and real passion for helping others.
- You will be self-motivated and have the ability to work without supervision.

Please submit your CV with a one-page cover letter addressing the role requirement.

**Job Types**: Part-time, Casual

**Salary**: From $25.00 per hour

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Wacol, QLD 4076: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (preferred)

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