Customer Experience

1 day ago

Cremorne, Australia Accent Group Full time

Accent Group Limited is the leading digitally integrated retail and distribution business in the Apparel and Footwear performance and lifestyle market in Australia and New Zealand. With over 750+ stores, 35 brands and 40 online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Pivot, Timberland, Stylerunner, Palladium, Stance, Saucony, & Nude Lucy

**About Us**: Accent Group Limited is the leading digitally integrated retail and distribution business in the Apparel and Footwear performance and lifestyle market in Australia and New Zealand. With over 700+ stores, 33 brands and over 35 online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Pivot, Timberland, Stylerunner, Palladium, Stance, Saucony, EXIE & 4Workers

**About the role**: We have an exciting opportunity available for a Customer Experience Merchant Services Agent to join our Customer Experience Team. Reporting to the Customer Experience Team Lead, your responsibilities will be to support our customers through our digital channels in a collaborative environment where the customer comes first, and their experience is at the forefront of every interaction.

**Your key responsibilities will include**:

- Be the first point of contact for payment and merchant related inquiries for customers, and the Customer Experience teams.
- Manage operational processes around fraud, stock integrity, voucher management and payment disputes.
- Work closely with stakeholders across Loss Prevention, Ecom Operations, Supply Chain and Ecommerce to drive operational success.
- Generating detailed reporting and provide insights on prepared data to stakeholders.
- Identifying and escalating support requests to ensure it is resolved in a timely manner
- Working as part of a close team to ensure our customer always comes first
- Identifying areas for process improvement and make recommendations to the leadership team
- Ensure and build on a closed feedback loop from Customer Experience to the wider business
- Being adaptable to multiple brands (tone, language, product etc.)

**To succeed in this role, you will need to have**:

- Secure customer service experience, preferably gained from the retail or wholesale industry
- High attention to detail and data accuracy
- A commitment to excellence and customer satisfaction
- Strong communication skills both written and verbal
- Solid Microsoft Office skills
- Affiliation with Accent Group Core values and “Make It Happen” attitude.

At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves.

The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.

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