Customer Experience Ambassador (6 Month Contract)

R.M.Williams; Sydney; On-site; AUD 52,000 - 68,000; Full time

Benefits offered by this job

40% employee discount

Exclusive private health partnership

Job summary

R.M.Williams is seeking a warm, authentic Customer Experience Ambassador to join our global Customer Service team in our Sydney showroom and customer services space. You will deliver personalised advice, connect customers to our RM Williams community, and drive seamless digital experiences across channels.

Based in the heart of Sydney, you will handle product knowledge, customer experience, and sales while upholding our Signature Service standards and brand ambassador responsibilities.

Qualifications

• Experience in a customer service role in a high-volume omnichannel contact centre.
• Strong written and verbal communication skills.
• Ability to collaborate effectively within a team.
• Empathy and ability to foster positive interactions.

Responsibilities

• Craft an immersive customer experience, championing our Signature Service.
• Demonstrate a service culture aligned with the mission to be known globally for Signature Service.
• Cultivate online sales via phone, chat, SMS and video appointments.
• Provide stock availability, order inquiries, returns and repairs information.
• Act as a RM Williams brand ambassador with deep product knowledge to tailor solutions.

Skills

Customer service

Multichannel support

Sales

Communication

Team collaboration

Empathy

Tools

Salesforce Service Cloud

Job description

Position Summary

Join our global Customer Service team to support us through Peak Trade and contribute to the new era of omni-channel service excellence!

Position Summary

Join our global Customer Service team to support us through Peak Trade and contribute to the new era of omni-channel service excellence!

A brand whose legacy lives within our stories, is looking for a new Homestead ambassador to join the team. Located above our R.M.Williams flagship, you will be based in our brand new showroom and customer services space in the heart of Sydney’s CBD. We are seeking a warm, authentic, and passionate Customer Experience Ambassador to join our global Customer Service team.

Your role will encompass product knowledge, customer experience and sales, connecting customers to our RMW community through personalised advice and continuous, accessible digital experiences.

Key Responsibilities

• Craft an immersive customer experience, championing our world-class Signature Service
• Demonstrate an unsurpassed service culture, instilling our mission to ‘be known across the world for our Signature Service’
• Cultivate online sales via phone (inbound and outbound), chat, SMS and video appointments
• Demonstrate strong customer case management, providing support and information regarding stock availability, order inquiries, returns and repairs
• Act as an R.M.Williams brand ambassador using your deep product and brand knowledge to deliver tailored solutions to customers

What We’re Looking For

• Experience in a customer service role in a high volume omnichannel contact centre environment across phones, live chat and emails
• Experience with case management in Salesforce service cloud or similar platform (highly desirable)
• Strong written and oral communication skills
• The ability to collaborate effectively within a team
• Empathy and the ability to foster positive and inclusive interactions
• Effective selling skills and a track record of achieving commercial goals
• An open mindset and a genuine curiosity to understand diverse perspectives
• Strong problem-solving abilities
• A professional and positive demeanour in all situations

What We Offer

• Be part of an established and iconic Australian brand
• 40% employee discount
• Exclusive private health partnership

About R.M.Williams

Since 1932, R.M.Williams has answered a call for hardwearing, timeless products that can hold up against the harsh conditions of the Australian outback - and look good whilst doing it. Our bestselling leather boots and belts are still crafted by hand in Adelaide, South Australia, alongside an ever-growing range of apparel, accessories and lifestyle products. At the heart of everything we do is a simple promise of loyalty and endurance; a commitment that our products will accompany their wearer on all of life’s great journeys. Reginald Murray ‘RM’ Williams always said, ‘it’s the people who make a company’ and we stand by that statement today, with a global network of teams that feels like family. A culture of growth, development and team spirit is central to our success.

R.M.Williams appreciates the importance and value of a diverse workforce and is committed to the principle of equal opportunity for all employees and to provide employees with a work environment free of discrimination and harassment. All employment decisions at R.M.Williams are based on business needs, job requirements and individual qualifications, without regard to race, colour, religion or belief, sex, gender identity, national origin or family or parental status. R.M.Williams will not tolerate discrimination or harassment based on any of these characteristics.