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Form of workDo you have a natural ability to build connections with people and a passion for providing an exceptional customer experience? Are you known for your curiosity and ability to think outside the box to solve problems? Do you love having variety in your day and thrive in a positive environment with high performers? If you answered a big resounding YES to these questions, it sounds like we have the perfect role for you! MECCA Brands has had exceptional growth in the past five years and we’re looking for the right people to help us deliver industry leading customer experience, in our Customer Care team.
We are looking for both Customer Care Specialists and Community Management Specialists to join our team. We have Full-Time (38 hours per week) and Part-Time (min. 22.5 hours per week) roles available and offer a consistent weekly roster, including one weekend shift each week. These roles are based in our Support Centre in Richmond, with a 50% hybrid working model that provides the work-life balance you may be looking for.
Key Dates
Before applying, please ensure you are available on the below key dates:
- Assessment Centre session on Monday 22nd April 2024 (approx. 1.5 hours). There will be multiple sessions available to attend on this day commencing between 9:00am and 3:00pm.
- Available to commence your new role on Monday 3rd June 2024.
- Available from Monday 3rd June – Friday 21st June 9:00am – 5:00pm for your three-week induction in MECCA Support Centre, Richmond. Beyond Friday 21st you will only be required to be available for your rostered hours.
Customer Care Specialist
Customer Care Specialists are responsible for delivering the ultimate customer experience that MECCA customers have come to expect. You will interact with our customers across phone, email and livechat. In this role you will be answering a variety of inbound customer queries, using your training and resources to be informative and solutions oriented.
Every day will look different, as you move from questions on our loyalty program, delivery investigations, returns and service booking requests. Every interaction will require you to be empathetic, to think on your feet and be focused on delighting our customers. You will work both independently and as part of a team, as you leverage the experience and knowledge of other team members to find the right solution for our customers.
Community Management Specialist
Our Community Management Specialists work with their Team Leader, Social Media Strategy Manager and Social Media Team to ensure we deliver the ultimate customer experience every single time across all social media channels, for customers in both Australia and New Zealand. You will be the ultimate ambassador of Community Management to provide an informative and engaging experience tailored to the individual customer’s needs and the specific social media channel.
The role will be the first point of contact for customer queries received via the social media channels and will be responsible for building a professional and friendly rapport, going above and beyond for customers wherever possible, and providing the high level of service expected across the department. The Community Management Specialist will be skilled at recognizing risk, utilizing the defined escalation process to assess the urgency of responding to contact based on the content, channel, and severity, utilizing approved responses where appropriate and escalating where necessary.
What You Will Bring
At MECCA we live and breathe our values and do whatever it takes to embrace a positive and energetic culture. We are looking for someone that always does what’s right by the customer and champions service experience, while also maintaining knowledge of our products, services, policies & procedures.
Our perfect Customer Care Specialist candidate has:
- Previous contact/call centre experience
- A true passion for providing exceptional customer experience and demonstrating authenticity and empathy in all customer interactions
- A motivated, can-do attitude, and the maturity & resilience to work autonomously as well as part of a team
- Strong problem-solving and decision making skills and drive for continuous improvement
- A friendly, calm and professional manner when dealing with customers
- A commitment to learning, growing and challenging themselves
- Fantastic written communication skills, including great spelling & grammar
- Strong technical skills including proficiency in Microsoft Office Suite and familiarity with ERP & CRM systems
- Ability to quickly learn new technology
In addition to the above experience, our perfect Community Management Specialist candidate has:
- Previous experience or study in Community Management, PR, Marketing or Social Media related work is desirable
- Strong familiarity with the business applications of social media platforms (Facebook, Twitter, Instagram, LinkedIn, etc.)
- Superior written and verbal communications skills, with a track record of writing across a variety of different mediums and audiences and high attention to detail
- Ability to identify potential risk/crisis management situations
- Excellent understanding of retail policies and procedures
Training and Development
We will provide you with the training and resources you require to succeed in your new role, including a three-week induction program with on-the-job training and sessions run by our leadership team. You will have regular 1:1 sessions with your Team Leader, as well as monthly team meetings to stay up to date on what’s happening in the business. As you progress in your role at MECCA, you will work with your Leader to create a personalised development plan to build a long-lasting career with Australia and New Zealand’s most beloved beauty destination!
Your Life At MECCA
Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn’t be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way!
Some of our other team member benefits include:
- Professional development programs and first-class digitised learning offering
- Health and well-being initiatives
- Reward and recognition programs
- Access to bonus and incentive programs
- Quarterly product allowance
- Unlimited 40% discount
There are also so many other ways in which you’ll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way.
To learn more about life at MECCA Brands, follow us on LinkedIn at MECCA Brands or @lifeatmecca and for all current opportunities, visit http://www.mecca.com.au/careerswww.mecca.com.au/careers
Applications close Monday 1st April 2024.
