Job Description

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Customer Experience Team Member

Advertiser: Winning Group3.6 out of 53.6 overall rating (47 employee reviews) More jobs from this company

Job Information

Job Listing Date
22 Nov 2019
Location
Sydney, CBD, Inner West & Eastern Suburbs
Salary
50000
Work Type
Full Time
Classification
Call Centre & Customer Service, Customer Service - Call Centre

Customer Experience Team Member

 About the Role

'Customer service' isn't a strong enough phrase for us. We aim for unrivaled care. It means saying no to simple customer satisfaction, and saying yes to impressing every single customer. It means throwing the ‘rulebook of expectations’ out the window, and doing whatever it takes to deliver an unforgettable customer experience.

If you're the kind of person who loves a challenge and solving problems, and finds themselves being bored by repetitive mundane work, then this definitely is the role for you. Our Customer Experience team have all ruling power across the Company to make things happen and to wow our customers - no day is ever the same!

What your day to day will look like

  • Handle escalated customer concerns and act as a single point of contact for each case you manage - you’ll have total control over each case from start to finish and get to see our customers walking away with a happy resolution;
  • You'll talk to almost everyone in our business - from buying, to drivers, to warehouse, to sales to pull whatever strings you need to solve a problem;
  • You'll have the ability to positively influence our NPS score by providing resolutions to customers who may have not had the usual great experience with us;
  • As team, you’ll get a real insight into our customer satisfaction by keeping an eye on online product and service reviews for our Company and other customer feedback channels;
  • No day will be the same and you’ll have the autonomy to switch between tasks throughout the day - you will never find yourself bored!
A bit about you
  • Excellent written and oral communication skills;
  • Ability to learn and master a new system quickly - experience using a sales or CRM system would be beneficial;
  • Strong organisational skills so you can juggle multiple things at one time;
  • Demonstrated high level customer service skills and an understanding on what a good customer experience should look like;
  • Excellent problem solving skills are a MUST;
  • You’ll need to be resilient but also be able to empathise with our customers; and
  • Although you’ll learn on the job, it would be helpful if you had a bit of background knowledge of appliances and whitegoods.
About us

The Winning Group is more than just appliances; we are a leading technology and logistics company and a premium retailer. We are a multi-award winning fourth generation Australian family owned business, whose entities include Winning Appliances, Home Clearance, pureplay online retailer Appliances Online and national logistics and installation business Winning Services.

Our mission is to provide the best shopping experience in the world, which means that even if something goes wrong, we still do everything in our power to turn the customer experience into a positive one! The Customer Experience team is responsible for bringing this to life, and their ongoing focus is to turn the few detractors that we have into promoters!

And what makes us awesome?
  • We have table tennis, a pool table, darts board and gaming consoles!
  • We have an outdoor deck with a BBQ - great for breakfast!
  • Product discounts
  • Casual dress code - did someone say jeans & your favourite hoodie?
  • We're agile, dynamic and aim to push boundaries - on top of our century long history, we are leading the way for innovation in the Australian retail industry
  • You'll have the opportunity to really make a difference for each of our customers - we say yes in a no world
  • You will really be part of a family - we are a family-owned and family-run business!
 About the Role

'Customer service' isn't a strong enough phrase for us. We aim for unrivaled care. It means saying no to simple customer satisfaction, and saying yes to impressing every single customer. It means throwing the ‘rulebook of expectations’ out the window, and doing whatever it takes to deliver an unforgettable customer experience.

If you're the kind of person who loves a challenge and solving problems, and finds themselves being bored by repetitive mundane work, then this definitely is the role for you. Our Customer Experience team have all ruling power across the Company to make things happen and to wow our customers - no day is ever the same!

What your day to day will look like

  • Handle escalated customer concerns and act as a single point of contact for each case you manage - you’ll have total control over each case from start to finish and get to see our customers walking away with a happy resolution;
  • You'll talk to almost everyone in our business - from buying, to drivers, to warehouse, to sales to pull whatever strings you need to solve a problem;
  • You'll have the ability to positively influence our NPS score by providing resolutions to customers who may have not had the usual great experience with us;
  • As team, you’ll get a real insight into our customer satisfaction by keeping an eye on online product and service reviews for our Company and other customer feedback channels;
  • No day will be the same and you’ll have the autonomy to switch between tasks throughout the day - you will never find yourself bored!
A bit about you
  • Excellent written and oral communication skills;
  • Ability to learn and master a new system quickly - experience using a sales or CRM system would be beneficial;
  • Strong organisational skills so you can juggle multiple things at one time;
  • Demonstrated high level customer service skills and an understanding on what a good customer experience should look like;
  • Excellent problem solving skills are a MUST;
  • You’ll need to be resilient but also be able to empathise with our customers; and
  • Although you’ll learn on the job, it would be helpful if you had a bit of background knowledge of appliances and whitegoods.
About us

The Winning Group is more than just appliances; we are a leading technology and logistics company and a premium retailer. We are a multi-award winning fourth generation Australian family owned business, whose entities include Winning Appliances, Home Clearance, pureplay online retailer Appliances Online and national logistics and installation business Winning Services.

Our mission is to provide the best shopping experience in the world, which means that even if something goes wrong, we still do everything in our power to turn the customer experience into a positive one! The Customer Experience team is responsible for bringing this to life, and their ongoing focus is to turn the few detractors that we have into promoters!

And what makes us awesome?
  • We have table tennis, a pool table, darts board and gaming consoles!
  • We have an outdoor deck with a BBQ - great for breakfast!
  • Product discounts
  • Casual dress code - did someone say jeans & your favourite hoodie?
  • We're agile, dynamic and aim to push boundaries - on top of our century long history, we are leading the way for innovation in the Australian retail industry
  • You'll have the opportunity to really make a difference for each of our customers - we say yes in a no world
  • You will really be part of a family - we are a family-owned and family-run business!
The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • What's your expected annual base salary?
  • How much notice are you required to give your current employer?
  • Do you have customer service experience?
  • How many years' experience do you have as a customer services representative?

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