About us:
Scanlan Theodore is a heritage Australian House - an epitome of elegance and refined sophistication. A House of artisans, luxurious fabrics and human values, it has stayed true to its independent spirit while threading a 40-year heritage of elevated craftsmanship.
Founded in 1987 by Gary Theodore, the House's long-standing success is tied to a delicate balance between tradition and modernity, preserving the values of the past while having the courage to innovate and reinvent.
The products are central to everything and speak for themselves - crafted to be beautiful and practical companions in the lives of the women for whom they are designed.
About the role:
The Client Experience Agent is responsible for providing an elevated and personalised customer service experience to our clients. The position contributes to achieving and growing sales across our online and retail platforms, and role modelling best practice client experience across all channels.
This role will:
* Deliver Exceptional Customer Service: Respond to all client enquiries promptly via phone, email, and live chat while proactively identifying needs, upselling opportunities, and providing personalised solutions.
* Build and Maintain Client Relationships: Establish rapport with a strong client database, nurture VIC clients, and support brand loyalty through CRM tools and long-term relationship building.
* Enhance Product and Styling Expertise: Become a subject matter expert in product knowledge, garment construction, and personal styling to educate both clients and team members.
* Resolve Client Issues Efficiently: Address client concerns and garment issues swiftly, ensuring solutions align with Australian Consumer Law and company policy, and escalate complex matters appropriately.
* Support Internal Teams: Provide assistance and guidance to Boutique staff, contribute to cross-functional projects, and communicate effectively with relevant departments as needed.
* Uphold Company Standards and Compliance: Adhere to Scanlan Theodore’s Code of Conduct and policies, participate in ongoing training, and develop a sound understanding of consumer law and digital operations.
Who you are:
* Previous experience in CRM management, client outreach, or a retail environment.
* A strong sales focus and a drive to identify and execute sales opportunities
* Strong analytical skills with the ability to interpret data and provide recommendations.
* Excellent communication and interpersonal skills, with a focus on delivering exceptional client experiences.
* Proficiency in CRM platforms, including the Microsoft suite of programs, and ecommerce platforms.
* Critical thinking and problem-solving skills.
* Detail-oriented with the ability to multitask and prioritise tasks effectively in a fast-paced environment.
* National Police Check and the right to work in Australia.
Why work with us?
* Competitive salary package
* Opportunity to work with a talented and passionate team
* Product discounts
* Training and development
* Company progression
We are committed to fostering an inclusive and diverse environment where opportunities and challenges are a priority across many facets in which our business operates.
We are seeking to recruit, promote and reward our teams according to their professional aspirations, contributions, achievements and commitment to our values.
If this opportunity sounds like your next challenge, complete your application by clicking the Apply Now button. Please also note that this role is a full-time in-office position.
In anticipation of a high volume of applicants, only shortlisted candidates will be contacted.