Customer Experience Specialist — Hybrid Work & Discounts

Freedom Australia; Sydney; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid working flexibility

Team member discounts

Career development opportunities

Health and wellbeing initiatives

Job summary

Freedom Australia is seeking a Customer Experience Specialist to support customers across their entire purchasing journey, from initial enquiries to post-purchase support and issue resolution. You will understand customer needs, guide confident purchases, and identify opportunities to close sales while delivering a genuine customer-first experience.

The role combines customer service, sales support and problem solving, with ownership of customer matters and collaboration with internal teams to

Qualifications

• Experience in Customer Service, Customer Care, or customer-facing sales environment.
• Confidence helping customers make purchasing decisions and move conversations to a sale.
• Experience handling customer inquiries, escalations and complex resolutions.
• Strong problem solving skills and ability to make decisions within policy.
• Calm and resilient communication with customers even in challenging situations.

Responsibilities

• Support customers throughout their purchase journey, from product inquiries to post-purchase support.
• Understand customer needs and help them make informed, 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 queries.
• Take ownership of customer matters and follow through on commitments.
• Investigate issues and propose practical solutions within Freedom's policies.
• Communicate clearly and professionally, especially in sensitive situations.
• Use CRM systems to accurately manage cases, communications and outcomes.
• Collaborate with internal teams to resolve issues and deliver the best customer outcomes.
• Share knowledge and coach teammates to strengthen the broader team.
• Identify recurring issues and help improve processes and customer experience.

Job description

Freedom Australia is seeking a Customer Experience Specialist to support customers across their entire purchasing journey, from initial enquiries to post-purchase support and issue resolution. You will understand customer needs, guide confident purchases, and identify opportunities to close sales while delivering a genuine customer-first experience.

The role combines customer service, sales support and problem solving, with ownership of customer matters and collaboration with internal teams to