Customer Experience Consultant

Summary about this job

Detail information about job Customer Experience Consultant. Terms and conditions vacancy

About Us
The Winning Group is an Aussie owned family business which is made up of Australia's leading and most trusted appliance retailers - Winning Appliances; Appliances Online and Home Clearance. Across four brands and more than a century in business, we’ve served millions of happy customers to date. 2.2 million, to be precise.
  
About the Role
'Customer service' isn't a strong enough phrase for us. We aim for unrivalled care. It means saying no to simple customer satisfaction, and saying yes to impressing every single customer. It means throwing the ‘rulebook of expectations’ out the window, and doing whatever it takes to deliver an unforgettable customer experience.

If you're the kind of person who loves a challenge, and loves to solve problems for people, then this might be the team for you. Our Customer Experience team have all ruling power across the group to make things happen and to wow our customers, and they're the escalation point for all our businesses.

Your excellent written and oral communication skills will mean you can handle even the most pressured situation with a calm, professional and helpful manner. Let's be honest, sometimes things go wrong, and our customers will look to you to find a solution.

Your new manager Sally has really high standards, but you'll be inspired by her unwavering passion for our customers. Your team leader Chris and your whole team are incredibly supportive and they will guide you through your role day to day so you'll never be left without support.

A Day In the Life

• Answer customer issues and concerns via phone or email. Some might just be a quick answer, others you might work towards a solution for a few weeks. Most importantly though, you own each case you're given, which means you get to see it all the way through
• You'll talk to almost everyone in our business - from buying, to drivers, to warehouse, to sales to pull whatever strings you need to solve a problem
• You'll be shown our customer service measurement system (NPS) and you'll keep an eye out for awesome shout out results and problems that you can fix
• You'll aim to measure every customer’s experience through follow up surveys, phone calls and emails
• You'll have a bit to do with our social media platforms, providing excellent customer service online. As a team you'll also keep an eye on review sites and other customer feedback channels

Skills and Experience

• Excellent written and oral communication skills;
• Ability to learn and master a new system quickly;
• Strong organisational skills to manage multiple customers and tasks;
• Outstanding customer service skills;

What's in it for you?

• We're agile, dynamic and aim to push boundaries - on top of our century long history, we are leading the way for innovation in the Australian retail industry
• You'll have the opportunity to really make a difference for each of our customers - we say yes in a no world
• We have table tennis, a pool table, darts board and PS4 console!
• We have an outdoor deck with a Barbie - great for breakfast!
• Casual dress code - did someone say jeans & your favourite hoodie?
• You will really be part of a family - we are a family-owned and family-run business

We are always on the lookout for talented people who can help us successfully balance our entrepreneurial spirit with old-world family values. If you are looking for a working environment that's flexible, exciting and fast-paced, and want to work for a company that continually strives to innovate and be a leader in its field, then look no further!