Senior Customer Service Representative

Part-Time Contract role with the view to renew and opportunity to progress to permanent for the right candidate.

We are seeking a professional Senior Customer Service Representative to support the owner of an outlet under license of one of Australia's biggest retailers. This role is located in Pittsworth - approx 40km southwest from Toowoomba

You'll be part of a small retail team operating in a fast-paced and exciting environment to deliver exceptional customer service experiences within the parameters of our network organisation's policies and procedures.

You'll oversee the Customer Service team and support with escalated customer concerns and complex enquiries.

In this role, you'll deliver retail, postal, financial and travel products and services as well as assist with full store ad-hoc retail functions in collaboration with the business owner.

Duties & Responsibilities:

• Manage high volume customer enquiries and transactions accurately and efficiently
• Promptly identify and assess customers' needs to achieve resolutions
• Build sustainable ongoing relationships and trust with customers
• Handle customer complaints, provide appropriate solutions and alternatives, and escalate where necessary
• Be a role model within the team by finding the most appropriate way to delight our customers in line with network policies and procedures
• Work closely with the business owner to manage retail operations and the customer service team
• Adapt to frequently changing demands and ensure routine and ad hoc tasks and processes are completed
• Uphold the expectations and values of our network organisation
• Meet team KPIs and support business goals for growth and success

Skills & Qualifications:

• Certificate IV in Retail Management or Banking Services, or similar (willingness to obtain will be considered)
• Financial services, professional services or corporate experience is an advantage
• Minimum 3-5 years of customer support experience or retail experience is essential
• Minimum 2-3 years of experience in a role with management requirements is essential
• Strong leadership and mentoring qualities
• Able to operate POS systems and comfortable working with tech/IT (both hardware and software)
• Cash handling experience
• A confident, friendly and positive disposition, with the ability to be firm and fair
• Prior experience working within a small business or family business environment (desirable)
• Visual merchandising and sales experience (desirable)
• Must have unrestricted working rights in Australia
• Ability to pass criminal background check due to financial services nature

You'll complete onboarding training and have opportunities for ongoing learning and development. Career growth opportunities are available for high achieving employees to expand duties and responsibilities.

We would love to hear from you if:

• You are available to work a roster within our Trading Hours, and flexible to work extended hours during operational demands or peak periods (Operating Hours are generally Mon-Fri: 6am - 6pm | Trading Hours are generally Mon-Fri: 9am - 5pm)
• You have proficiency in using the Microsoft Office Suite
• You're a hands-on leader who loves working on the floor to motivate, coach, and help team members succeed
• You're passionate about excellent customer service and experiential retail to ensure our outlet adequately represents the network organisations' brand
• You have a passion to maintain a strong and positive culture
• You're keen to support a small business owner to shift the gear with their customer service delivery
• You have a drive for results with a history of meeting and exceeding sales targets and KPI's (desirable)

The ideal candidate will be able to provide 5 full days of availability across trading times, with flexibility to assist on weekends during peak periods. Terms of the contract will be discussed with candidates during the interview and onboarding phases.

Click APPLY and submit your resume and a brief cover letter outlining your skills, experience and motivation for applying.