Casual role (potential to become Permanent Part time)2 – 4 shifts, ave 15 – 30 hours per weekWeekdays only, (key days Monday and Friday with flex)About The RoleAs a member of our superstar Customer Service team you will provide prompt, exemplary, customer centric service to all of our customers via email, chat, phone and socials. This role is responsible for communicating with all internal and external customers in line with ELK voice, values and service standards to ensure an exemplary experience across each and every touch point. As part of the customer service team, this role will be fully versed in the use of Gorgias and Shopify.Your responsibilities will include:Responding promptly and positively to all enquiries (phone, email, chat & socials) and seeking resolutionProactively look for opportunities to upsell and provide after care instructionsWorking collaboratively and regularly communicating with wider ELK community (Retail, Wholesale, Distribution Centre)Maintaining expert product knowledge on ELK fit, fabric and features & benefitsBeing a brand advocate and providing consistent, exemplary customer serviceBeing an authentic advocate for our Sustainability journeyWhat We’ll Love About YouYou have a love of putting the customer at the forefront of everything you do, and are committed to provide a superior, on brand consumer experience consistent with our sustainability mission. You are a confident and charismatic communicator with a positive and proactive disposition. You are known for your solutions focused mindset and are both comfortable and very capable at navigating challenges with customers from all walks of life.It is your personal and professional mission to retain and convert customers, ultimately ensuring the best and most positive experience on every occasion. Your values are aligned to ours and you enjoy working in an inclusive environment, ensuring everyone is on the same page and striving for the same goals.You are a perfect match with:At least 1+ years experience in an (Online) Customer Service role or similarAt least 3+ years experience in a service based role (Retail Fashion highly regarded)Experience using Gorgias (very highly regarded) and Shopify, with the ability to quickly learn systems and manage time effectivelyIn return we offer:Salary and benefits commensurate with experienceHybrid working with a genuine commitment to work life balanceHighly collaborative, family centric and supportive work environmentMarket leading product discounts for you, your family & friendsThis is a hybrid, casual role based in our Preston office in Melbourne, as such we are unable to consider sponsorship or exclusively remote work for this role.Role TypeCompany OverviewA pioneer of Australian design, ELK was established in 2004 in Melbourne, Australia. The ELK aesthetic holds a unique place within the international fashion landscape. With a highly considered approach by brand founders Marnie and Adam, ELK collections resonate with their global audience through sustainable and ethical practices, design refinement, trend curation and an intellect that is innately their own. Their sculptural accessories, hand-made leather and ready-to-wear collections define their artful vision while their devotion to ethical and sustainable practices has endured them as a leader in the practice of responsible innovation for the fashion industry. At ELK, we nurture an open, inclusive workplace, valuing authenticity, transparency and community and celebrate individual strengths. We strive to ensure our team reflects the diversity of our customers and the communities in which we work. We embrace the opportunity to welcome talent who are passionate not just about what we do but why we do it, irrespective of background, life stage, identity, and ability. Join us on our journey as a responsible business, making better products for a healthier planet.
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