Customer Experience Specialist

3 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 roles**:
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**:
**Customer Support (Sales and Customer Care)**:

- 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
- Answer any consumer questions post-purchase, this may include troubleshooting issues and provide a satisfactory solution
- 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).

We have multiple positions available in numerous customer-facing departments.

**Benefits**:

- We provide excellent opportunities for long-term career advancement within the team and the company.
- Competitive remuneration package with annual review.
- Comprehensive training on the company history and our manufacturing process.
- We have onsite parking and a staff canteen with heavily discounted staff daily specials.

**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.
- You are highly organised, with strong attention to detail.

**Requirement**:

- You have a positive, can-do attitude and a customer-centric approach to your work.
- You need to be available for some evening and weekend shifts.
- You are a natural communicator with strong interpersonal skill, 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

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