Customer Service Representative

TileCloud is an online tile brand shaking up the renovation industry with a hassle- free, design-led buying experience. 

We are seeking a Customer Service Representative to be the first point of contact for all customer queries and their advocate internally. Day-to-day you will answer all in-bound customer phone calls. You will triage our customers’ queries and you won’t rest until their issue is solved.

Founded by passionate renovators, we’re committed to making buying tiles easy, fun and inspiring. The ideal candidate is a superstar on the phone. You’re an advocate for your customers and take initiative to solve their issues.
 

About the role

• Act as the first point of contact for our customers’ queries, responding to all inbound phone calls while being consistently positive, empathetic, and friendly.
• Be our customers’ advocate and voice internally, solve problems and provide timely updates back to the customer.
• Keep meticulous digital records of customer interactions, so our customers’ never have to waste time repeating themselves.
• Use conflict resolution skills to de-escalate issues by authentically acknowledging and resolving customer complaints effectively.
• Identify areas to improve the overall Customer Service process and collaborate with internal teams to implement changes. 
• The position requires on-site coverage Mon-Fri 9am-5pm 
   

About you

• You’re a pleaser by nature, and take initiative to make people happy
• You’ve worked in phone-based customer support before and love it
• You’ve got a great energy and don’t take things too personally
• You are confident talking to a variety of different people
• Exceptional written and verbal communication skills
• Native English proficiency
• Experience with Customer Service platforms a bonus 
• Experience with design/renovations not required, but you’re willing to learn
• You are confident talking to a variety of different people

About us

For stylish but busy renovators, TileCloud is a digital-first tile brand helping people to create the home of their dreams. We do this with inspiring and educational content, first-rate Customer Service, expert design support and a refreshingly simple product range.

As an established startup straddling the design and tech sectors, we're small enough that you can have your ideas heard, and large enough that you can create real change in the industry. 
 

As well as being an exciting place to work, TileCloud offers:

• A fun, dynamic and collaborative workplace culture
• Learning & Development - tailored to each person's individual goals
• Networking opportunities with leading eCommerce and Technology brands
• Birthday celebrations and team events
• A friends and family discount on TileCloud products
• Referral bonuses

How to apply

To apply for this role please email your CV and short cover letter to careers@tilecloud.com.au

TileCloud is an equal opportunity employer, all applicants will be considered regardless of your race, sexuality, religion, colour, gender identity, or parental status. We strongly encourage Aboriginal and Torres Strait Islander people to apply. If you require any assistance, including a workplace adjustment to participate in the recruitment process please reach out.