Job Opportunity
We are seeking an experienced professional to support the owner of a licensed retail outlet. This role is based in Toowoomba Region, QLD.
The successful candidate will be part of a small retail team working in a fast-paced environment to deliver exceptional customer service experiences within our network organisation's policies and procedures.
This position involves overseeing the Customer Service team and supporting with escalated customer concerns and complex enquiries. Remuneration and responsibility will be adjusted with experience, so those with leadership and management qualities that have yet to step into a management/supervisory role are encouraged to apply, as are early career leaders/managers.
Key Responsibilities
* Manage high volume customer enquiries and transactions accurately and efficiently
* Promptly identify and assess customers' needs to achieve resolutions
* Build sustainable ongoing relationships and trust with customers
* Handle customer complaints, provide appropriate solutions and alternatives, and escalate where necessary
* Be a role model within the team by finding the most appropriate way to delight our customers in line with network policies and procedures
* Work closely with the business owner to manage retail operations and the customer service team
* Adapt to frequently changing demands and ensure routine and ad hoc tasks and processes are completed
* Uphold the expectations and values of our network organisation
* Meet team KPIs and support business goals for growth and success
Requirements
* Certificate IV in Retail Management or Banking Services, or similar (willingness to obtain will be considered)
* Financial services, professional services or corporate experience is an advantage
* Minimum 3-5 years of customer support experience or retail experience is essential
* Minimum 2-3 years of experience in a role with management requirements is essential (remuneration adjusted based on experience, and alternative roles are also available so feel free to apply without management experience - please outline your goals in relation to this aspect)
* Strong leadership and mentoring qualities
* Able to operate POS systems and comfortable working with tech/IT (both hardware and software)
* A confident, friendly and positive disposition, with the ability to be firm and fair
* Prior experience working within a small business or family business environment (desirable)
* Visual merchandising and sales experience (desirable)
* Must have unrestricted working rights in Australia
* Ability to pass criminal background check due to financial services nature