Customer Experience Specialist

Freedom Furniture; Ryde; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid working flexibility

Team member discounts

Career development opportunities

Supportive team culture

Health and wellbeing initiatives

Job summary

Freedom Furniture is seeking a Customer Experience Specialist to support customers throughout their purchase journey, from initial enquiries through to order support, delivery questions and resolving more complex issues when things don’t go to plan.

This role blends customer service, sales support and problem solving, with ownership of delivering a great outcome and opportunities to develop across customer experience, escalations and stakeholder management.

Qualifications

• Demonstrated experience in Customer Service, Customer Care, Customer Experience or a customer facing sales environment.
• Confidence helping customers make purchasing decisions and progressing conversations through to a sale.
• Experience managing customer enquiries, escalations and complex resolutions.
• Experience using a CRM such as Zendesk, or the ability to learn new systems quickly.

Responsibilities

• Supporting customers throughout their purchase journey, from initial product enquiries through to post purchase support.
• Understanding customer needs and helping them make informed and confident purchasing decisions.
• Identifying opportunities to support and close sales while delivering a genuine customer first experience.
• Managing customer enquiries and more complex escalations through to resolution.
• Providing support across orders, deliveries, warranties, refunds and product related enquiries.
• Taking genuine ownership of customer matters and following through on commitments.
• Investigating issues and identifying practical solutions within Freedom's policies and processes.
• Communicating clearly and professionally, particularly when navigating sensitive or challenging situations.
• Using customer and CRM systems to accurately manage cases, communications and outcomes.
• Partnering with internal teams to resolve issues and deliver the best possible customer outcome.
• Sharing knowledge, feedback and coaching to help strengthen the wider team.
• Identifying recurring customer issues and opportunities to improve our processes and overall customer experience.

Skills

Customer Service

Sales Support

Problem Solving

Communication

Tools

Zendesk

Job description

At Freedom, creating a great customer experience starts well before an order is placed and continues long after.

As our Customer Experience Specialist, you'll support customers throughout their entire purchase journey. From helping them make confident, informed purchasing decisions through to order support, delivery enquiries and resolving more complex issues when things don't go to plan.

This is a varied role combining customer service, sales support and problem solving. One conversation might involve helping a customer choose the right product and confidently complete their purchase, while the next could involve investigating an order or resolving a delivery or warranty enquiry.

You won't simply be answering enquiries. You'll be trusted to understand what the customer needs, identify the right solution and take ownership of delivering a great outcome.

Why You'll Be Excited About This Role

At Freedom, creating a great customer experience starts well before an order is placed and continues long after.

As our Customer Experience Specialist, you'll support customers throughout their entire purchase journey. From helping them make confident, informed purchasing decisions through to order support, delivery enquiries and resolving more complex issues when things don't go to plan.

This is a varied role combining customer service, sales support and problem solving. One conversation might involve helping a customer choose the right product and confidently complete their purchase, while the next could involve investigating an order or resolving a delivery or warranty enquiry.

You won't simply be answering enquiries. You'll be trusted to understand what the customer needs, identify the right solution and take ownership of delivering a great outcome.

How This Will Transform Your Career

This role will give you exposure to the complete customer journey and the opportunity to develop your capability across customer experience, sales, escalations, problem solving and stakeholder management.

You'll work in an environment where your judgement matters, your ideas are welcomed and you'll have the opportunity to contribute to how we continue improving the experience we provide our customers.

For someone looking to build a longer term career in Customer Experience, this is a role where you can make a genuine impact.

What You'll Be Working On

• Supporting customers throughout their purchase journey, from initial product enquiries through to post purchase support.
• Understanding customer needs and helping them make informed and confident purchasing decisions.
• Identifying opportunities to support and close sales while delivering a genuine customer first experience.
• Managing customer enquiries and more complex escalations through to resolution.
• Providing support across orders, deliveries, warranties, refunds and product related enquiries.
• Taking genuine ownership of customer matters and following through on commitments.
• Investigating issues and identifying practical solutions within Freedom's policies and processes.
• Communicating clearly and professionally, particularly when navigating sensitive or challenging situations.
• Using customer and CRM systems to accurately manage cases, communications and outcomes.
• Partnering with internal teams to resolve issues and deliver the best possible customer outcome.
• Sharing knowledge, feedback and coaching to help strengthen the wider team.
• Identifying recurring customer issues and opportunities to improve our processes and overall customer experience.

What Type of Person Will Succeed

You'll thrive in this role if you genuinely enjoy working with customers and can comfortably move between sales, service and problem solving depending on what the customer needs.

You'll ideally bring:

• Demonstrated experience in Customer Service, Customer Care, Customer Experience or a customer facing sales environment.
• Confidence helping customers make purchasing decisions and progressing conversations through to a sale.
• Experience managing customer enquiries, escalations and complex resolutions.
• Strong problem solving skills and the ability to make sound decisions within policy.
• Confidence communicating with customers when things haven't gone to plan.
• A calm and resilient approach, particularly during busy or challenging periods.
• Strong attention to detail and a commitment to following through on what you promise.
• Experience using a CRM such as Zendesk, or the ability to learn new systems quickly.
• Confidence working across multiple systems and communication channels.
• Knowledge of warranties, deliveries, refunds and customer policies would be highly regarded.
• Previous experience mentoring, coaching or supporting team members would also be advantageous.

Why You'll Like Working Here

At Freedom, we believe our people are what make us different.

You'll join a collaborative team where your ideas are valued, you'll have the opportunity to make a genuine impact and you'll continue to grow your career within one of Australia's leading home and lifestyle brands.

In return, you'll enjoy:

• Hybrid working flexibility.
• Generous team member discounts across Freedom products.
• Career development and progression opportunities.
• A supportive and collaborative team culture.
• Access to health and wellbeing initiatives.
• The opportunity to contribute to the evolution of one of Australia's most recognised retail brands.

Freedom to grow. Freedom to think. Freedom to be.