Guest Experience Specialist - Flexible Retail Hours

Reddy Express; South Grafton; Hybrid; AUD 30,000 - 40,000; Part time

Benefits offered by this job

Remote work flexibility

Competitive pay

Flexible scheduling

Training and development

Supportive team

Advancement opportunities

Job summary

Reddy Express in Grafton is seeking a Guest Experience Specialist. This casual/part-time role offers flexible retail hours and a path to full-time hours as the business grows.

Based in Grafton with optional remote components, you will handle customer inquiries, orders, and service coordination with a customer-first approach. You will respond to calls and emails, assist with billing, provide shipment updates, maintain customer records, and work toward weekly, monthly and annual targets.

Qualifications

• High school certificate or equivalent.
• Ability to comfortably sit for long periods of time.
• Good Computer and Typing Skills.
• Comfortable desk and good Internet connection.

Responsibilities

• Interact with customers by answering phone calls promptly, responding to emails within 24 hours and meeting with customers in person as needed.
• Resolve complaints and customer problems in an efficient and friendly manner with the primary goal of satisfying their needs and continuing to earn their business.
• Perform basic billing duties, including completing customer transactions over the phone, issuing refunds as needed, researching past billing discrepancies and taking care of product exchanges.
• Provide customers with status reports on shipments, and help to package and ship products as needed.
• Update customer databases, including contact details, past complaints and resolutions, billing information, and auto‑shipment enrolment.
• Meet weekly, monthly and annual goals for call volume, customer satisfaction, sales and rapid response times.
• Analyse and set personal and departmental performance goals designed to improve customer satisfaction. Assist management in coming up with attractive incentives and rewards for superior performance.
• Participate in weekly interdepartmental meetings and prepare to report on any customer issues that came up during the week and how they were resolved.

Skills

Typing skills

Computer skills

Internet connection

Sitting for long periods

Education

High school certificate or equivalent

Job description

Job Title

Guest Experience Specialist Flexible Retail Hours

Location

Grafton

Job Type

Casual / Part time initially moving towards full time hours

Pay

Hourly rate: $29.40 including loading

Shifts

8.30am – 5pm

Job Responsibilities

• Interact with customers by answering phone calls promptly, responding to emails within 24 hours and meeting with customers in person as needed.
• Resolve complaints and customer problems in an efficient and friendly manner with the primary goal of satisfying their needs and continuing to earn their business.
• Perform basic billing duties, including completing customer transactions over the phone, issuing refunds as needed, researching past billing discrepancies and taking care of product exchanges.
• Provide customers with status reports on shipments, and help to package and ship products as needed.
• Update customer databases, including contact details, past complaints and resolutions, billing information, and auto‑shipment enrolment.
• Meet weekly, monthly and annual goals for call volume, customer satisfaction, sales and rapid response times.
• Analyse and set personal and departmental performance goals designed to improve customer satisfaction. Assist management in coming up with attractive incentives and rewards for superior performance.
• Participate in weekly interdepartmental meetings and prepare to report on any customer issues that came up during the week and how they were resolved.

Job Skills & Qualifications

• High school certificate or equivalent
• Ability to comfortably sit for long periods of time
• Good Computer and Typing Skills
• Comfortable desk and good Internet connection

Preferred

• Ability to resolve conflict and de‑escalate tense situations

Benefits

• Remote work flexibility
• Competitive pay with performance-based opportunities
• Flexible scheduling options
• Ongoing training and professional development
• Supportive and collaborative team environment
• Advancement opportunities based on performance

Equal Opportunity

We celebrate diversity and are committed to creating an inclusive environment for all team members. All qualified applicants will be considered without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, or disability.

Remote Guest Experience Specialist

We are seeking a motivated and detail‑oriented Remote Guest Experience Specialist to join our remote team. In this role, you will assist customers with inquiries, scheduling, account updates, and service coordination while delivering a high level of professionalism and care. This position is ideal for someone who enjoys helping people, solving problems, and working in a fast‑paced remote environment.

Requirements

• Previous experience in customer service, hospitality, call centre, or administrative roles preferred
• Strong written and verbal communication skills
• Comfortable working independently in a remote environment
• Basic computer skills and ability to learn new systems quickly
• Reliable internet connection and a distraction‑free workspace
• Strong attention to detail and organizational skills
• Positive attitude and solution‑focused mindset
• Remote work flexibility
• Competitive pay with performance‑based opportunities
• Ongoing training and professional development
• Supportive and collaborative team environment
• Advancement opportunities based on performance

Key Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner
• Assist with service requests, scheduling updates, and general account support
• Provide clear information about available services and options
• Maintain accurate records using internal systems and CRM tools
• Resolve basic customer concerns and escalated complex issues when necessary
• Follow internal processes to ensure quality and consistency
• Support team initiatives and ongoing customer experience improvements