Customer Experience Specialist

3 days 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.

**This is a Part Time role working 4 days per week (Monday - Thursday) - start & finish rostered hours are between 6am - 5pm due to operational need.**

**✨ What You’ll Be Doing**:

- Dealing with any customer complaints and using resolution strategies to be able to ensure our brides issues are resolved in a timely manner
- Providing online sales support as needed
- 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

**What We’re Looking For**:

- 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, experience in working towards KPI's advantageous
- 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 part-time roster of Monday - Thursday**Why Join Us**:

- Be part of a **globally recognised and loved bridal brand**, designed and led from the Gold Coast
- Work alongside a passionate, talented HQ team
- A **rare opportunity** to step into a pivotal leadership role within the original bridal disruptor
- Generous staff discounts, barista coffee on site, access to employee wellbeing perks and much more

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