Customer Experience Manager

Trit House; Greater Dandenong; On-site; AUD 65,000 - 80,000; Full time

Job summary

Trit House, an Australian furniture and homewares retailer with showrooms across Melbourne, Sydney, Brisbane and the Gold Coast, seeks a Customer Experience Manager in Dandenong South. This hands-on role oversees the central customer service function, resolving enquiries, orders and aftersales matters while coordinating with showrooms, warehouse, logistics and management.

You will manage communications across channels, improve processes, and own customer outcomes with strong problem-solving and

Qualifications

• Previous experience in customer service, customer experience, retail operations or a similar role.
• Excellent written and verbal communication skills
• Strong organisational and time management skills
• A calm and professional approach to customer complaints
• Strong problem-solving skills and sound judgement
• High attention to detail
• Confidence working independently and taking ownership of customer matters
• Strong computer literacy and confidence learning new systems
• Experience with CRM, ecommerce or customer messaging platforms will be highly regarded
• Ability to develop strong product knowledge and confidently assist customers with product, care, maintenance and aftersales questions

Responsibilities

• Managing customer enquiries across phone, email, messaging and live chat
• Managing the central inbox and directing showroom-specific enquiries where appropriate
• Assisting customers with product, stock, delivery and order-related questions
• Managing web chat sales enquiries and creating orders where appropriate
• Processing and managing online orders from placement through to fulfilment
• Providing customers with updates regarding stock, ETAs, deliveries and delays
• Managing customer complaints and aftersales enquiries from initial contact through to resolution
• Liaising with showrooms, warehouse, logistics, suppliers and management to obtain information and resolve customer matters
• Maintaining accurate customer, order and case records across CRM, ecommerce and customer communication systems
• Following up outstanding enquiries and ensuring matters are carried through to completion
• Proactively seeking customer feedback and reviews following order fulfilment
• Identifying recurring customer issues and opportunities to improve internal processes

Skills

Customer service

Communication

Organization

Problem solving

Independent work

Tools

CRM systems

Ecommerce platforms

Customer messaging platforms

Job description

Trit House is looking for a Customer Experience Manager to join our head office team in Dandenong South.

This is a newly created role responsible for managing the central customer service function across the business. You’ll be the key point of contact for general customer enquiries, online order support, complaints and aftersales matters, working closely with our showrooms, warehouse, logistics team and management to ensure customers receive clear, timely and professional support.

This is a hands-on role suited to someone who enjoys solving problems, communicating with customers and keeping things moving behind the scenes.

What you’ll be doing

• Managing customer enquiries across phone, email, messaging and live chat
• Managing the central inbox and directing showroom-specific enquiries where appropriate
• Assisting customers with product, stock, delivery and order-related questions
• Managing web chat sales enquiries and creating orders where appropriate
• Processing and managing online orders from placement through to fulfilment
• Providing customers with updates regarding stock, ETAs, deliveries and delays
• Managing customer complaints and aftersales enquiries from initial contact through to resolution
• Liaising with showrooms, warehouse, logistics, suppliers and management to obtain information and resolve customer matters
• Maintaining accurate customer, order and case records across CRM, ecommerce and customer communication systems
• Following up outstanding enquiries and ensuring matters are carried through to completion
• Proactively seeking customer feedback and reviews following order fulfilment
• Identifying recurring customer issues and opportunities to improve internal processes

About you

You’ll be someone who is confident communicating with customers, comfortable handling complaints and able to keep track of multiple enquiries and orders at once.

Ideally, you will have:

• Previous experience in customer service, customer experience, retail operations or a similar role
• Excellent written and verbal communication skills
• Strong organisational and time management skillsA calm and professional approach to customer complaints
• Strong problem-solving skills and sound judgement
• High attention to detail
• Confidence working independently and taking ownership of customer matters
• Strong computer literacy and confidence learning new systems
• Experience with CRM, ecommerce or customer messaging platforms will be highly regarded
• The ability to develop strong product knowledge and confidently assist customers with product, care, maintenance and aftersales questions

About Trit House

Trit House is an Australian furniture and homewares retailer with showrooms across Melbourne, Sydney, Brisbane and the Gold Coast. Since 2006, we’ve brought together a considered mix of local and international furniture and design brands.

What we offer

• Full-time Monday to Friday role
• Head office position based in Dandenong South
• Salary of $65,000-$80,000 + superannuation, depending on experience
• A newly created role with the opportunity to help shape our customer service processes
• Work across a growing national retail business and a broad range of furniture and design brands

If you’re organised, customer-focused and enjoy taking ownership of problems through to resolution, we’d love to hear from you.