Hybrid Customer Experience & Sales 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

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.