We're seeking a Customer Experience Specialist to join our team in South Yarra. As a key member of our customer service function, you'll play a vital role in shaping our customers' experiences and ensuring their satisfaction.
This is an exciting opportunity to work with a fast-paced and dynamic team, driving innovation and growth in the pet retail industry. If you're passionate about delivering exceptional customer service, have experience working in high-growth eCommerce businesses, and are skilled in CX platforms like Gorgias or Zendesk, we'd love to hear from you.
About the Role
* Own the end-to-end customer service experience, from daily ticket resolution to long-term strategy
* Use Gorgias to manage and optimise support workflows
* Work with internal teams to resolve customer issues with speed and care, becoming a fountain of knowledge on Swaggle and pet parenting
* Develop new processes and automations to improve service, reduce manual workload, and scale support
* Be the owner of all things CSAT and NPS, developing strategies and tactics to improve these metrics
* Champion the voice of the customer internally, sharing insights that shape product, marketing, and ops decisions
About You
* Experience running customer service in a high-growth eCommerce business
* Ability to be both strategic and hands-on, managing day-to-day customer service while growing the function as we grow
* Confident using CX platforms like Gorgias or Zendesk (Gorgias a plus), with a knack for automation, AI tools, and process improvement
* Calm, solution-focused mindset with a passion for problem-solving
* Clear communication skills and the ability to manage multiple stakeholders
Benefits
* Flexible working options: We encourage a positive work-life balance and provide hybrid working options
* Office perks: Take advantage of our gym facility, fitness classes, free parking, BBQ area, mini-supermarket, fooderie hub, school holiday program, and more
* Discounts: Eligible team members receive 5% discount on supermarket and liquor purchases, with additional periods of double discount throughout the year
* Reward through recognition: Give and receive recognition linked to our values through our digital platform
* Opportunities for learning and development: Discover and explore career development programs and job-specific training
* Paid parental leave: We offer permanent team members paid parental leave to support work-life balance
Our Team
We're building a gender equitable team, committed to creating a workplace that's safe and respectful for all. We welcome applications from people of all ages, cultures, abilities, sexual orientation, and gender identities.
We're happy to adjust our recruitment process to support candidates with disabilities. For further information, please visit our careers site or email inclusionrecruitment@coles.com.au.