Hybrid Customer Experience Specialist - Growth & Impact

Freedom Furniture Australia Pty Limited; New South Wales; Hybrid; AUD 65,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Staff discounts on Freedom products

Career development opportunities

Supportive team culture

Health and wellbeing initiatives

Job summary

Freedom Furniture Australia Pty Limited is seeking a Customer Experience Specialist to support customers across their purchase journey, from product inquiries to post-purchase help, delivery and warranty questions. You’ll own cases, resolve issues and drive outcomes with a customer-first mindset.

You’ll work across multiple channels using CRM tools like Zendesk, balance sales support with service, and partner with internal teams to deliver the best possible customer experience.

Qualifications

• Demonstrated experience in customer service, care, or customer experience.
• Confidence helping customers make purchasing decisions and progressing conversations to a sale.
• Experience managing customer enquiries, escalations and complex resolutions.
• Strong problem solving skills within policy.
• Calm and resilient approach during busy periods.
• Attention to detail and follow-through on commitments.
• Experience using CRM such as Zendesk or ability to learn quickly.

Responsibilities

• Supporting customers throughout their purchase journey, from initial product enquiries to post purchase support.
• Understanding customer needs and helping them make informed purchasing decisions.
• Identifying opportunities to support and close sales while delivering a customer-first experience.
• Managing customer enquiries and escalations through to resolution.
• Providing support across orders, deliveries, warranties, refunds and product related enquiries.
• Taking ownership of customer matters and following through on commitments.
• Investigating issues and identifying practical solutions within Freedom's policies and processes.
• Communicating clearly, especially in sensitive situations.
• Using CRM systems to manage cases and outcomes.
• Partnering with internal teams to resolve issues and deliver the best customer outcome.
• Sharing knowledge and coaching to strengthen the team.
• Identifying recurring issues and opportunities to improve processes.

Skills

Customer Service

CRM systems

Sales support

Tools

Zendesk

Job description

Freedom Furniture Australia Pty Limited is seeking a Customer Experience Specialist to support customers across their purchase journey, from product inquiries to post-purchase help, delivery and warranty questions. You’ll own cases, resolve issues and drive outcomes with a customer-first mindset.

You’ll work across multiple channels using CRM tools like Zendesk, balance sales support with service, and partner with internal teams to deliver the best possible customer experience.