Hybrid Customer Experience & Sales Specialist

Freedom Furniture Australia Pty Limited; Australia; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

Team member discounts

Career development

Collaborative culture

Health & wellbeing initiatives

Brand evolution opportunity

Job summary

Freedom Furniture Australia Pty Limited is seeking a Customer Experience Specialist to support customers throughout their purchase journey, from product inquiries to post-purchase support, deliveries and warranties.

You will combine customer service, sales support and problem solving, using Zendesk and other systems to manage cases, and take ownership of delivering great outcomes. This hybrid role offers career development and team collaboration.

Qualifications

• 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.
• Knowledge of warranties, deliveries, refunds and customer policies would be highly regarded.

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

Customer Care

Customer Experience

Sales Support

Zendesk

Tools

Zendesk

Job description

Freedom Furniture Australia Pty Limited is seeking a Customer Experience Specialist to support customers throughout their purchase journey, from product inquiries to post-purchase support, deliveries and warranties.

You will combine customer service, sales support and problem solving, using Zendesk and other systems to manage cases, and take ownership of delivering great outcomes. This hybrid role offers career development and team collaboration.