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?

• You'll have the opportunity to really make a difference for each of our customers - we say yes in a no world
• Waterloo offices with table tennis table, pool table, games consoles, regular BBQ's, an awesome kitchen (obviously), and plenty of office events
• Casual dress code - did someone say jeans & your favourite hoodie?
• Approx $45,000+ (dependent on experience)
• Monday - Friday, 9am - 5pm

How to Apply
We know how awful it is to apply for jobs and not hear back, so I guarantee if you apply you'll hear back from me 1 (business) day. From application to job offer can be as quick as 1 week, so click apply now!

Got a question before you apply or not sure if you're the right fit? Give me a call - Sarah Smith on 0477 110 809.