Customer Experience Manager

Trit House; Melbourne; Presencial; AUD 65 000 - 80 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Superannuation

Resumo da oferta

Trit House is seeking a Customer Experience Manager to join our head office team in Dandenong South. This newly created role will manage the central customer service function across the business and be the key contact for general enquiries, online order support, complaints and aftersales.

You will work closely with our showrooms, warehouse, logistics team and management to ensure customers receive clear, timely and professional support.

Qualificações

• Experience in customer service, customer experience, retail operations or similar role.
• Excellent written and verbal communication skills.
• Strong organisational and time management skills.
• Calm and professional approach to customer complaints.
• Strong problem-solving skills and sound judgement.
• High attention to detail.
• Confident working independently and taking ownership of customer matters.
• Strong computer literacy and ability to learn new systems.
• Experience with CRM, ecommerce or customer messaging platforms is advantageous.

Responsabilidades

• Manage customer enquiries across phone, email, messaging and live chat.
• Direct central inbox and route showroom enquiries as needed.
• Assist customers with product, stock, delivery and order questions.
• Process online orders from placement through to fulfilment.
• Provide updates on stock, ETAs, deliveries and delays.
• Resolve customer complaints and manage aftersales inquiries from start to finish.
• Liaise with showrooms, warehouse, logistics and management to resolve issues.
• Maintain accurate customer and order records across CRM and ecommerce systems.
• Follow up outstanding enquiries to ensure timely resolution.
• Proactively seek customer feedback after order fulfilment.

Descrição da oferta de emprego

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 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

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.