Customer Experience Architect

Freedom Furniture Australia Pty Limited; Sydney; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working flexibility

Team member discounts

Job summary

Freedom Furniture Australia Pty Limited is seeking a Customer Experience Specialist to support customers throughout their purchase journey, from product enquiries through to order support, delivery enquiries and resolving complex issues.

This varied role blends customer service, sales support and problem solving, with ownership of delivering a great customer outcome and contributing to process improvements.

Qualifications

• Experience in Customer Service, Customer Care or Customer Experience.
• Ability to help customers make purchasing decisions and progress conversations to a sale.
• Experience handling enquiries, escalations and complex resolutions.
• Knowledge of warranties, deliveries, refunds and customer policies is helpful.

Responsibilities

• Support customers throughout their purchase journey, from product enquiries to post-purchase support.
• Understand customer needs and help them make informed and confident purchasing decisions.
• Identify opportunities to support and close sales while delivering a customer-first experience.
• Manage customer enquiries and escalations through to resolution.
• Provide support across orders, deliveries, warranties, refunds and product-related enquiries.

Tools

Zendesk

Job description

Freedom Furniture Australia Pty Limited is seeking a Customer Experience Specialist to support customers throughout their purchase journey, from product enquiries through to order support, delivery enquiries and resolving complex issues.

This varied role blends customer service, sales support and problem solving, with ownership of delivering a great customer outcome and contributing to process improvements.