Customer Experience Specialist

Grays has a fantastic opportunity for a highly motivated, customer focused and experienced professional to join our dedicated Customer Service team. As a Customer Experience Specialist, you will provide high quality customer support to Grays customers. You’ll be assisting customers via both email and phone, and assisting within the customer service team as required. 

Reporting to the Customer Service Team Leader, this position offers genuine flexibility to work from our office and from home in a hybrid working arrangement.  

In this role, you will be responsible for:

• Delivering excellent service to Grays customers, within our established procedures.
• Respond to inbound customer calls, emails and escalations.
• Implement practical solutions for customer issues.
• Effectively manage customer complaints and grievances.
• Coordinating escalations and refunds.
• Assist with continuous customer service improvements across the business.
• Coordinate tasks and processes with the outsourced team.
• Ensure all enquiries are managed in accordance with our company policies and procedures and our obligations under Australian Consumer Law.

We’re looking for someone who has:

• Strong experience in a phone-based Customer Service role.
• Demonstrated experience in delivering high quality service interactions.
• The ability to build rapport and work well within a team environment.
• Excellent written and verbal communication skills.
• High level interpersonal skills.
• The ability to manage and meet efficiency and quality targets.
• Strong problem-solving and dispute resolution mindset and skills.
• The ability to remain positive in challenging situations.
• A high level of integrity and professionalism.

What’s in it for you?

• You’ll work with a friendly, supportive team and managers in a diverse and fast-moving business.
• In addition to your salary package, we offer additional perks, such as paid parental leave, monthly vouchers to spend on Grays, recognition through our CEO Awards and discounts.
• Access a wide range of online learning modules to further your development.
• Genuine flexibility to find your balance of working from the office and from home.

About Grays

Grays is an Australian online retail and auction company, offering a huge range of consumer, industrial and commercial goods, direct from manufacturers and distributors. We offer our customers great value and convenience and our vendors an efficient alternative sales channel.

We employ team members throughout Australia in our network of state-of-the-art warehouses, distribution centres and offices.

If you’re looking to continue your career in a growing, dynamic and ambitious organisation – don’t delay! Submit your application today and come along the journey with the team at Grays.

Please note, all successful applicants will undergo background checks including Australian Criminal History, right to work and bankruptcy. Only short-listed applicants for this role will be contacted.