Customer Experience & Weekend Point Of Call

Flowers Across Australia Pty; Melbourne; On-site; AUD 525,000 - 630,000; Part time

Benefits offered by this job

GIVR charity program

Tech-forward environment

No uniforms, great vibes

Job summary

Flowers Across Melbourne is seeking two permanent part-time Customer Experience Superstars to join our on-site Melbourne team. You’ll handle customer enquiries across phone, email, live chat and in-person, while supporting weekend shift coverage and operating across FA sites.

You’ll help improve processes, monitor CX KPIs, and contribute to national improvements. The role offers flexible weekend schedules with pay at $30.48 per hour plus super, and the chance to work with a friendly, growing

Qualifications

• Strong teamwork and a proactive, can-do attitude.
• High attention to written and verbal communication.
• Natural empathy and a strong focus on connecting with customers to create positive and lasting relationships.
• Sound organisation skills, with the ability to prioritise and adapt quickly in a fast-paced environment.
• A critical thinking mindset, with strong problem-solving skills and a focus on continuous improvement.
• Confidence working independently and making sound decisions.

Responsibilities

• Respond to customer enquiries (phone, email, live chat, occasional in-person) with empathy and professionalism, alongside team members in Sydney, Melbourne, and Brisbane.
• Maintain a high standard of communication across the team, both with customers and internally across sites.
• Plan courier delivery runs efficiently and cost-effectively.
• Resolve customer enquiries and complaints with a focus on achieving positive outcomes for both the customer and the business.
• Monitor and meet internal customer experience KPIs.
• Contribute to national CX improvements and help shape best practice across FA sites.
• Provide general administration support and assist with other duties as directed.

Skills

Teamwork

Attention to detail

Empathy

Org skills

Leadership potential

Independent work

Decision making

Tools

Google Docs/Sheets

Trello

Macs/Apple software

Job description

Job Description

About Us

At Flowers Across Melbourne we make moments bloom. From our Preston (3072) workspace, we create and deliver fresh, beautiful flowers that make people smile every day.

We’re just one branch of Flowers Across™, with thriving teams in Melbourne, Sydney, and Brisbane, delivering thousands of heartfelt floral gifts each week. With our own tech team, strong online presence, and passionate people, we’re growing fast – and we’re looking for 2x permanent part-time Customer Experience Superstars & Weekend Points of Call to join our team.

About the Role

As part of our Customer Experience (CX) team, you’ll be responsible not only for delivering a memorable and delightful customer experience, but also for improving team processes and outcomes. This is a permanent role based on-site in Melbourne, supporting customers across all Flowers Across locations.

In addition to your regular CX responsibilities, you’ll act as the Point of Call on your weekly weekend shift, supporting the team with day-to-day operational needs and acting as a key point of contact when issues arise.

Looking to commence ASAP.

Hours:

We are looking for 2 permanent part-time team members to join our team, with differing regular weekly schedules. Please make sure to outline your preference between the 2 schedule options in your application.

Option A: 15 hours/week

• Friday 7am-3pm
• Saturday 7am-3pm

Option B: 12.5 hours/week

• Sunday 9am-2pm
• Monday 9am-5pm

Pay: $30.48/hour + Super**

**Pay rates are above award rate and are commensurate with experience. Weekend penalties are applied on top of the listed rate.

What you’ll do:

• Respond to customer enquiries (phone, email, live chat, occasional in-person) with empathy and professionalism, alongside team members in Sydney, Melbourne, and Brisbane
• Maintain a high standard of communication across the team, both with customers and internally across sites
• Plan courier delivery runs efficiently and cost-effectively
• Resolve customer enquiries and complaints with a focus on achieving positive outcomes for both the customer and the business
• Monitor and meet internal customer experience KPIs
• Contribute to national CX improvements and help shape best practice across FA™ sites
• Provide general administration support and assist with other duties as directed

Point-of-Call responsibilities

On your regular weekend shift, you’ll also act as the team’s main point of call for day-to-day operational needs, with support from senior leadership when needed. This includes:

• Supporting and helping direct the team across key processes and duties throughout the day
• Being the contact for any last-minute scheduling changes as needed
• Acting as a go-to reference point for team members when issues or scenarios arise

About You

What you’ll bring:

• Strong teamwork skills and a proactive, can-do attitude with a willingness to jump in and help wherever needed
• High attention to detail, especially in written and verbal communication
• Natural empathy and a strong focus on connecting with customers to create positive and lasting relationships
• Sound organisation skills, with the ability to prioritise and adapt quickly in a fast-paced environment
• A critical thinking mindset, with strong problem-solving skills and a focus on continuous improvement
• Confidence working independently and making sound decisions, or a genuine eagerness to develop your autonomous decision-making and leadership skills

Great to have:

• Experience in sales, administration, or customer-facing roles
• Familiarity with Google Docs/Sheets and tools like Trello
• Experience in logistics, particularly relating to working with multiple couriers and delivery runs
• Familiarity with Macs/Apple software
• Knowledge of flowers and the floral industry

Why you’ll love working with us

• Established, growing brand with creative, supportive teams in Melbourne, Sydney & Brisbane
• Supportive, collaborative culture with opportunities to learn and grow
• Innovative, tech-forward environment (yes, we even have our own dev team!)
• Give back through our GIVR charity program and be a part of helping local causes (www.flowersacross.com.au/charities)
• No uniforms, just great vibes (and sometimes cake )