Customer Experience Agent - Accent Group

Accent Group; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

40% staff discount across Accent Group

Job summary

Accent Group in Melbourne is seeking a Full Time Customer Experience (CX) Agent to join our Customer Experience team and deliver exceptional service across our portfolio of leading footwear and lifestyle brands.

Working in a fast-paced, collaborative environment, you'll support customers across our digital channels, resolve enquiries with care and ensure every interaction leaves a positive impression. The role also offers a 40% staff discount and opportunities for career development.

Qualifications

• Previous customer service experience, ideally in retail, wholesale or eCommerce.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Proactive, solutions-focused mindset and a "Make It Happen" attitude.
• Collaborative mindset in a fast-paced team environment.

Responsibilities

• Deliver exceptional customer service across multiple digital support channels.
• Respond to customer enquiries promptly while maintaining high CSAT.
• Assist customers with orders, freight tracking, returns and general enquiries.
• Resolve stock, product and promotional enquiries across brands.
• Process day-to-day operational requests from internal and external stakeholders.
• Adapt communication style to suit different brands and audiences.
• Share insights to drive continuous improvement.

Skills

Customer service

Multichannel support

Communication skills

Organisational skills

MS Office

Tools

Microsoft Office Suite

Job description

Join Accent Group one of Australia and New Zealand’s largest retail groups. With 850+ stores, 34 iconic brands and 30+ online platforms, we’re home to some of the world’s most recognised names, including HOKA, Skechers, Dr. Martens, Platypus, Hype DC, Stylerunner, Nude Lucy, Lacoste, Sports Direct and Vans. We’re driven by innovation, passionate about our people and committed to creating exceptional experiences for our customers and teams. Here individuality is celebrated, performance is rewarded and you’ll be empowered to make your mark!

At Accent Group, we’re passionate about creating the best experience for our customers, whether they’re shopping in-store or online. We’re looking for a Full Time Customer Experience (CX) Agent to join our Customer Experience team and help deliver exceptional service across our portfolio of leading footwear and lifestyle brands.

Working in a fast-paced, collaborative environment, you'll support customers across our digital channels, resolve enquiries with care and efficiency, and ensure every interaction leaves a positive impression.

What you’ll do:

• Deliver exceptional customer service across multiple digital support channels.
• Respond to customer enquiries promptly while maintaining high customer satisfaction (CSAT) results.
• Assist customers with orders, freight tracking, returns and general account enquiries.
• Resolve stock, product and promotional enquiries across multiple brands.
• Process day-to-day operational requests from both internal and external stakeholders.
• Adapt your communication style to suit different brands, products and customer audiences.
• Identify opportunities to improve processes and customer experiences.
• Share customer insights and feedback with the wider business to help drive continuous improvement.

What we're looking for:

• Previous customer service experience, ideally within retail, wholesale or eCommerce.
• A genuine passion for delivering outstanding customer experiences.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to manage multiple priorities.
• Proficiency across the Microsoft Office Suite.
• A proactive, solutions-focused mindset with a "Make It Happen" attitude.
• Someone who enjoys working collaboratively in a fast-paced team environment.

Why join us?

• Generous 40% staff discount across Accent Group's portfolio of brands.
• Opportunity to work with Australia's leading footwear and lifestyle retailer.
• Supportive team culture that values collaboration and continuous improvement.
• Career development opportunities across a growing business.
• Access to employee benefits, wellbeing initiatives and recognition programs.