Customer Experience Ambassador

A brand whose legacy lives within our stories, is getting ready to embark on a new journey, as we expand our Global Customer Service team into the UK.  

We are seeking a warm, authentic, and passionate Customer Experience Ambassador to join our Homestead team

Position Summary:

Based in our UK office, you will deliver an immersive customer experience, championing our world-class Signature Service. As a brand and product ambassador your role will encompass customer experience and sales, connecting customers to our RMW community through personalised advising and continuous, accessible digital experiences.  

The ideal candidates will possess:

• Strong communication skills and the ability to collaborate effectively within a team.
• Previous experience in customer service or a related field.
• Effective selling skills and a track record of achieving commercial goals.
• Empathy and the ability to foster positive and inclusive interactions.
• An open mindset and a genuine curiosity to understand diverse perspectives.
• Strong problem-solving abilities.
• A professional and positive demeanor in all situations.

Key Responsibilities:

• Craft an immersive customer experience, championing our world-class Signature Service.
• Demonstrate an unsurpassed service culture, instilling our mission to 'be known across the world for our Signature Service.'
• Cultivate online sales via chat, SMS and video appointments.
• Demonstrate strong customer case management, providing support and information regarding stock availability, order inquiries, returns and repairs.
• Act as an R.M.Williams brand ambassador using your deep product and brand knowledge to deliver tailored solutions to customers.

Required skills and experience:

• 2+ years' experience working within a premium fast-paced retail environment.
• Experience within a multi-disciplinary customer service team advantageous (preferably retail, fashion technology companies or hospitality).
• Able to work a varied schedule including hours/days/nights/holidays and weekends.
• Experience with case management in Salesforce service cloud or similar platform.
• Proficient in Microsoft Office and Microsoft Teams. Experience using live chat and video chat software or similar.
• Resourceful and creative problem solver, with genuine curiosity and open to learning.
• Demonstrates a high level of energy, enthusiasm and empathy.
• Drives to meet and exceed sales goals and customer expectations.
• Ability to prioritize and multi-task in a fast-paced, dynamic environment while maintaining a calm demeanor.
• Strong active listening, verbal and written interpersonal communication skills.
• Proficiency in multi languages highly desirable.

We offer a competitive benefits package including:

• Generous product allowance.
• 40% employee discount on products.
• Performance based monthly incentives.
• Paid parental leave.
• Paid volunteer leave.

About R.M.Williams

Since 1932, R.M.Williams has answered a call for hardwearing, timeless products that can hold up against the harsh conditions of the Australian outback - and look good whilst doing it. Our bestselling leather boots and belts are still crafted by hand in Adelaide, South Australia, alongside an ever-growing range of apparel, accessories and lifestyle products. At the heart of everything we do is a simple promise of loyalty and endurance; a commitment that our products will accompany their wearer on all of life's great journeys. Reginald Murray 'RM' Williams always said, 'it's the people who make a company' and we stand by that statement today, with a global network of teams that feels like family. A culture of growth, development and team spirit is central to our success.  

We are now investing across all aspects of the brand and today, R.M.Williams has retail stores in Australia, New Zealand, London and in the US. Taking our legacy of craftsmanship to new heights, a series of flagships will open over the coming year, including Claremont, Rockhampton and George St, Sydney. A tribute to our legacy of Australian craftsmanship, each space has been designed with a host of considered design details, distinct, location-specific personality, and signature cues present throughout.  

R.M.Williams appreciates the importance and value of a diverse workforce and is committed to the principle of equal opportunity for all employees and to provide employees with a work environment free of discrimination and harassment. All employment decisions at R.M.Williams are based on business needs, job requirements and individual qualifications, without regard to race, colour, religion or belief, sex, gender identity, national origin or family or parental status. R.M.Williams will not tolerate discrimination or harassment based on any of these characteristics. 

If you feel you are suited to this role and want to be part of an iconic Australian Company, please apply below with your resume attached.