Customer Experience Assistants

1 x Sydney CBD (30hrs)
1 x Milperra/Bankstown (12hrs)

INDUSTRIE is one of Australia's most entrepreneurial, fresh and dynamic retailers. We’re looking for a personable Customer Experience Team Member to join us in creating an exceptional experience servicing retail & digital channels for all Industrie, INDIE KIDS and Roler customers in Australia and overseas.

About the role:

As a Customer Experience Assistant, you will play a vital part in ensuring that our Industrie, INDIE KIDS, and Roler customers receive exceptional service across various communication channels, including phone, email and chat. Based in our Online Warehouse and working under the guidance of the Customer Experience Team Lead, you will contribute to maintaining high customer satisfaction levels and ensure a positive and memorable customer experience that aligns with our brand values.

Key Responsibilities:

● Utilising Gorgias to ensure all enquiries through email, chat, social media & web forms are responded to in a timely manner
● Responding promptly and professionally to customer inquiries via various channels, including phone, email, and live chat, ensuring accurate and satisfactory resolutions
● Providing advice and assistance with product information, sizing, and recommendations
● Handling and resolving customer complaints or issues effectively and efficiently, escalating to the appropriate department when necessary
● Engaging with internal departments for issue resolution and experience improvements
● Processing online orders, returns, and exchanges while ensuring accuracy and adherence to company policies and procedures
● Continuously striving to improve customer satisfaction by identifying opportunities for process enhancements and proactively suggesting solutions
● Carrying out Warehouse duties from time to time;
● Ensuring the building/s, stock and equipment are always secure and kept in a clean manner
● Ensuring operations are carried out efficiently, meeting agreed quality, service and productivity objectives
● Overseeing all WHS processes and procedures, ensuring compliance with all relevant legislation
● Keeping the organisation’s inventory and distribution systems up-to-date
● Ensuring all deadlines are met to ensure timely dispatch and delivery of stock
● Customer record management

About You:

● I have the ability to handle customer inquiries and complaints with empathy and patience
● I have 2+ years’ experience in a similar role, in an eCommerce, retail, hospitality or reception environment
● I have strong multitasking and organisational skills with exceptional attention to detail
● I have excellent verbal and written communication skills
● I have experience working with and using Australia Post eParcel & Business Support Portal (or similar)
● I have the ability to work effectively both independently and as part of a team
● I have experience using Shopify (or similar)
● I have experience using Gorgias, Zendesk or other customer based platform
● I have experience working in a warehouse (preferred)
● I am customer centric, always looking for their best outcome
● I am proficient in Microsoft Office programs
● I am a motivated self-starter
● I am a problem solver
● I am Australian resident

If you have what it takes to join our team, APPLY NOW with your CV and cover letter.

Make sure to include the word “banana” in your cover letter.