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Form of workReporting to the Customer Service Team Leader and based in our brand new office in Malvern, we have a great opportunity for a passionate, experienced and enthusiastic Customer Service Team Member to work across our four brands, GAZMAN, Blazer, Cable Melbourne and Perri Cutten.
The primary responsibility of this role is to provide superior customer service and maximize sales opportunities by enhancing the customer support experience across all brands and to support the eCommerce and Support Office team as required.
As part of the customer service team, you’ll be one of the first point of contacts for customers and the voice of the company, striving to deliver customer service excellence at all times. This is a full-time permanent role, working Monday to Friday (flexibility with start and finish times).
Other responsibilities will include but not limited to:
- Resolve all customer enquiries positively, within set timeframes to deliver an outstanding customer satisfaction level across phone, social media, email, live chat and marketplaces
- Understand and deliver a customer experience that is consistent with the in-store experience
- End-to-end ownership of all customer service tickets and liaise with stores and the relevant departments as required to resolve customer enquiries
- Provide basic technical support and online shopping guidance to customers requiring assistance
- Working with the Customer Service Team Leader to manage and create new knowledge base FAQ articles to provide more information for customers seeking information on delivery, returns, online shopping etc.
- Provide feedback to various departments on opportunities to improve the in-store or online experience, or other areas in the business such as product or marketing.
- Work as a team with part-time and casual customer support team members.
- Assist in investigating and testing any technical issues on Zendesk and the website
- Provide support to the eCommerce and administration teams as required
- Supporting the Customer Service Team Leader in seeking out opportunities to improve the customer service experience whether that be on the website, improvements to Zendesk or within other parts of the business
- Outstanding customer service experience from within a retail environment either in-store or in a similar role
- A true passion for exceeding customer’s expectations; a positive and proactive ‘can do’ attitude.
- Strong customer orientation and focus with proven commitment to providing an excellent customer experience in a professional manner
- Proven ability to take ownership, demonstrate initiative and problem solving
- The ability to prioritise and multitask in a fast-paced environment
- Strong active listening skills with the ability to empathise
- A positive attitude, display resilience and be calm under pressure
- Strong ability to troubleshoot and resolve customer enquiries
- A high level of attention to detail and accuracy
- Exceptional verbal and written communication skills
- Excellent time management and organisational skills
- Experience with a customer support software like Zendesk (preferred but not required)
- Experience with eCommerce platforms similar to Shopify (preferred but not required)
- A competitive remuneration package
- Generous product allowance provided twice a year
- 50% clothing discount off all of our brands (GAZMAN, Perri Cutten, Blazer & Cable Melbourne)
- A tailored induction program to ensure you have the best introduction to the business
- The opportunity to build your career with a successful, established and trusted Australian brand
- Fantastic work/life balance
- A friendly, motivating and rewarding team environment, where achievements are recognised
- An amazing 'refer a friend' program
- A highly supportive management team
- Opportunities to attend fantastic events, annual conferences and award nights
We are a successful Australian owned and family run group of fashion companies, which including GAZMAN, Blazer, Cable Melbourne and Perri Cutten. We proudly operate a national combined network of 104 retail stores and supply to 150+ wholesale locations throughout Australia and NZ.
We provide contemporary outfit solutions for every occasion and we are best recognised for outstanding quality, exceptional customer service and great value across our entire range.
Our Culture:
Our groups approach aims to provide a family environment in which we strive to ensure every interaction serves to build a truly personal relationship. We are authentic, go beyond the expected, are passionate about our brand and the customer experience we provide.
We look for passionate and energetic individuals who will be great brand ambassadors for our company and will join us on our journey as we grow and evolve these iconic Australian brands. Join us and love what you do. It makes for a great day at work!
Team testimonials:
"GAZMAN feels like family, in fact I feel we are a family, it’s totally team work and everyone is so approachable and helpful. I’m happy and I look forward to going to work and the challenges it gives me each day" P. Conneally, WA
“I consider myself truly privileged to work with a dynamic, fun and motivated team, counting many of my colleagues as close friends. I am thankful for the leadership shown across all areas in GAZMAN. Facing uncertainty given recent events, our leaders have been genuine, open and always held their team’s best interests at the forefront. For this I am extremely grateful.” T Juzwin, VIC
If you have the required skills, have a positive and enthusiastic attitude and are looking to join a highly dedicated and passionate team, please apply with a resume and cover letter through Seek or email your application to jointheteam@austingroup.com.au
It is a great time to join our organisation and advance your career with an impressive leadership team in a highly collaborative environment.
Due to the high amount of applications, only short-listed applicants will be contacted.
