Customer Service Team Member

The Role:

We’re expanding and looking for a dynamic, customer-centric individual to join us in our Malvern office! This is your chance to be a key player in our team, providing exceptional support across our three brands with our group —GAZMAN, Cable Melbourne, and Perri Cutten.

As one of the first points of contact for our customers, you’ll embody the voice of the company, delivering top-notch service while creating positive and lasting impressions. You’ll play a vital role in enhancing the customer experience and driving sales across all Austin Group brands.

If you’re passionate about customer service and eager to make a difference, come and be a part of our journey!

This is a full-time role, working Monday to Friday. 

Other responsibilities will include but not limited to:

• Resolve all customer inquiries positively, within set KPI timeframes to deliver an outstanding customer satisfaction rate across email, phone, social media, live chat, and marketplaces
• Understand and deliver a customer experience that is consistent and “on brand” with the in-store experience
• Work autonomously and proactively to take end-to-end ownership of all assigned customer service tickets
• Liaising with stores and the relevant departments as required to resolve customer inquiries
• Respond to requests for online returns in a timely and accurate manner
• Promoting products and services through cross-selling when the opportunity arises
• Provide basic technical support and online shopping guidance to customers requiring assistance
• Update requests to changes in customer personal details in AP21 as required
• Assist in investigating and testing any technical issues on the website if the need arises to validate customer feedback
• Proactively reporting any consistent customer experience issues to the relevant departments
• Working with the Customer Service Team Leader to manage and create new knowledge base FAQ articles to provide more information for customers seeking information on delivery, returns, online shopping etc
• Work with relevant departments to gain a deeper understanding of product, promotions, pricing etc in order to be able to service the customer better
• Provide feedback to various departments on opportunities to improve the in-store or online experience or other areas of the business such as product or marketing
• Provide support to the eCommerce team as required

To be successful in this role you will have:

• Outstanding customer service experience from within a retail environment either in-store or in a similar role
• A true passion for exceeding customer’s expectations; a positive and proactive ‘can do’ attitude
• Strong customer orientation and focus with proven commitment to providing an excellent customer experience in a professional manner
• The ability to prioritise and multitask in a fast-paced environment
• Strong active listening skills with the ability to empathise
• Ability to display resilience and be calm under pressure
• Strong ability to troubleshoot and resolve customer enquiries
• Intermediate computer literacy skills
• Ability to confidently use Microsoft Suite (particularly in Excel)
• A high level of attention to detail and accuracy
• Exceptional verbal and written communication skills
• Excellent time management and organisational skills
• Experience with a customer support software like Zendesk (preferred but not required)
• Experience with eCommerce platforms similar to Shopify (preferred but not required)

We provide:

• Generous product allowance 
• 50% clothing discount off all of our brands
• Free onsite parking
• The opportunity to build your career with a successful, established and trusted Australian brand
• Fantastic work/life balance
• A friendly, motivating and rewarding team environment, where achievements are recognised
• A highly supportive management team
• Opportunities to attend fantastic social events throughout the year