CX Casual Agent

4 days ago

Cremorne, Victoria, Australia Accent Group Limited Full time

Join one of Australia and New Zealand's most customer centric retail groups - Accent Group. With a portfolio of over 900 stores, 34 iconic brands (including HOKA, Skechers, Dr. Martens, Platypus, Hype DC, Stylerunner, Nude Lucy, The Athletes Foot, Sports Direct, Glue Store and Vans), and 30+ online platforms, we're not just selling shoes - we're shaping the future of retail.  At Accent Group, we're driven by innovation, passionate about people, and serious about creating standout career opportunities. Whether you're starting your retail journey or looking to grow into leadership, you'll be part of a culture that values individuality, rewards performance, and empowers you to make your mark (in your kicks of course)

About the role:  

We have an exciting opportunity available for a casual Customer Experience Agent to join our Customer Experience Team. 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 customer inquiries
  • Keep our customers smiling by maintaining a high satisfaction score (CSAT)
  • 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.)
  • Process the daily operational needs of internal and external customers
  • Entering customer orders and answering calls and emails from multiple stakeholders (customers, store staff & internal staff)
  • Freight tracking and customer returns
  • Handling stock enquiries, product enquiries and queries around marketing promotions

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

  • Secure customer service experience, preferably gained from the retail or wholesale industry
  • 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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