Customer Experience Agent

5 days ago

Melbourne, Victoria, 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 850+ stores, 34 brands and over 30+ online platforms. Our brands include; Glue, Platypus, Skechers, Hype DC, Vans, Dr. Martens, Subtype, The Athletes Foot, CAT, Merrell, The Trybe, Timberland, Stylerunner, Hoka, UGG, Saucony, & Nude Lucy

Why work here at Accent Group?
- Generous Team Member Discounts off Accent Group brands
- Discounted Gym Membership & Healthcare
- Continuous on the job training & growth opportunities
- State of the Art & Innovative Office in Cremorne

**About the role**:
We have an exciting opportunity available for a Full Time Customer Experience (CX) 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 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
- 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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