Job Description

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Customer Experience Officer

Advertiser: AMES Australasia Pty LtdMore jobs from this company

Job Information

Job Listing Date
12 Nov 2019
Melbourne, Eastern Suburbs
Work Type
Full Time
Call Centre & Customer Service, Customer Service - Customer Facing

AMES Australasia is the leading supplier of innovative and great value garden, hardware and lifestyle products to some of Australia’s leading retailers in Australia and New Zealand.  We own several of the most recognised and iconic brands in this region, and have achieved sustained success in the marketplace via our strong commitment to innovation, efficiency and positive relationships with our Employees, Customers, Suppliers, Shareholders and Community.

The Customer Experience Officer is responsible for delivering positive customer experiences for all AMES stakeholders. The team is the first point of contact for all customers and members of the community who contact Ames Australasia, via phone, email, live chat, direct mail and face to face. This role is a newly created position.

Key responsibilities:

  • Achieve sales and value expansion goals, ensure customer satisfaction, and resolve customer issues in timely manner;
  • Meet key performance indicators on a daily/weekly/monthly basis, identifying issues and improvement opportunities;
  • Develop/enhance training materials to ensure the Customer Experience Team has an up-to-date comprehensive knowledge-based system;
  • To handle escalated customers’ complaints and ensure prompt action is taken as part of service recovery; increasing/maintaining customers’ retention rate;
  • Manage a wide range of customer service functions including answering calls, emails, live chats and direct mail from customers, within set timeframes, operational guidelines and legislative requirements;
  • Work with the wider Customer Experience team and key internal stakeholders to execute the customer experience strategic plan and ensure all outcomes are achieved;

The Ideal Candidate will have:

  • Customer-centric mindset, active listening, genuine empathy and a strong desire to resolve issues;
  • Critical thinking and problem-solving skills;
  • Act with sense of urgency and follow through till project/task completion.
  • Outstanding relationship management skills, as well as a deep knowledge of retail focused customer experience;
  • Ability to adapt approach, work to changes in the environment and effectively meet new challenges;
  • Proven ability to manage and solve complex customer issues and complaints
  • Seeks to understand issues, needs and motivations of others, establishes trust and mutual respect to support others;
  • Ability to process information and decisions in a sensitive and considerate manner;
  • Proven ability to influence and engage diverse internal and external stakeholder groups;

On Offer:

  • Full time permanent position
  • Competitive salary rate and bonus
  • Fun and friendly open plan working environment

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