Customer Experience Ambassador

Established and Iconic Australian brand
- Generous product allowance & employee discounts
- Opportunity to join us at an exciting time of growth and transformation

**Position Summary**

A brand whose legacy lives within our stories, is looking for a new Homestead ambassador to join the team. Located above our R.M.Williams flagship, you will be based in our brand new showroom and customer services space in the heart of Sydney's CBD. We are seeking a warm, authentic, and passionate Customer Experience Ambassador to join our global Customer Service team.

Your role will encompass product knowledge, customer experience and sales, connecting customers to our RMW community through personalised advice and continuous, accessible digital experiences.

**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 phone (inbound and outbound), 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
- Experience with case management in Salesforce service cloud or similar platform (highly desirable)
- Strong written and oral communication skills
- The ability to collaborate effectively within a team
- Empathy and the ability to foster positive and inclusive interactions
- Effective selling skills and a track record of achieving commercial goals
- An open mindset and a genuine curiosity to understand diverse perspectives
- Strong problem-solving abilities
- A professional and positive demeanor in all situations

**Required skills and experience**:

- 2+ years' experience working in a contact centre with multiple communication channels (phone, chat, SMS)
- Experience within a premium fast-paced retail environment advantageous
- Able to work a varied schedule including hours/days/nights/holidays and weekends
- Proficient in Microsoft Office and Microsoft Teams
- 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 prioritise and multi-task in a fast-paced, dynamic environment while maintaining a calm demeanour
- Strong active listening, verbal and written interpersonal communication skills
- Proficiency in multi-languages highly desirable

**What we offer**
- Generous product allowance
- 40% employee discount on products
- Performance based monthly incentives
- Convenient location in the heart of Sydney's CBD, at the foot of Martin Place
- Access to building amenities in the form of flex space, wellness centre and on-site cafes
- Paid parental leave
- Paid volunteer leave
- Exclusive private health partnership

**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.

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.