AddressThe Memo is your essential guide to navigating pregnancy and parenting; a destination for connection, education and inspiration. Our team will help make big decisions easy, and our customer experience channels & stores exist so you can explore everything you need in one place. Simply the best and brightest brands in the baby-sphere, the products you’ll actually need to use and love daily.
It's an incredibly exciting time for our business as we embark on a new phase of growth, expanding our retail network and preparing to open two new stores and more to come!
We are looking for two new Team Members. One to join on a full time basis, Monday to Friday 9am - 5pm and a part time Team Member to work around three days per week. Please note the full time role will be a 12 month maternity leave contract.
About the Role:
Reporting to the Customer Experience (CX) Team Lead, the CX team is responsible for the direct relationship with the Customer via all channels. The purpose of the role is to support and respond to customer enquiries and to ensure all customers leave the Memo with a solution and a feel good experience. You will manage all communication channels, including but not limited to Gorgias platform, social media, phone enquiries and virtual services.
The reporting of feedback, notable trends and issues that arise to the CX Team Leader is vital to the company in being able to provide the best customer experience.
The key accountability of this role is to handle customer enquiries using The Memo’s tone of voice.
Key Responsibilities:
● Respond to all customer enquiries, with exceptional Customer Service in a timely manner
○ Email, Phone, LiveChat, Social Media
● Understand customer needs and resolve issues in line with the Memo Values
● Host Virtual Services to create a feel good experience for all
● Be the face & the voice of the brand
● Provide relevant feedback to the Team Leader to bring to the wider business
● Liaise with the Warehouse & Store team to resolve any order & customer issues/questions
● Ensure CX team uphold & demonstrate all company values
● Liaise with all internal & external stakeholders to resolve customer enquiries promptly
Systems:
● Gorgias
● Other platforms frequently used, managed by other departments:
○ Shopify apps; Gift Cards, Gift Registry, Klaviyo,
○ Australia Post portals
○ Notion
○ Virtual Services - Squarespace, Zoom, Dropbox
○ DEAR
About You:
- Excellent verbal and written communication skills
- “Can do” attitude
- Great team player
- Exceptional Customer Service
- Experience in retail and/or Customer Service is an advantage
- Reliable and punctual
- Passionate advocate for doing Parenting differently
What The Memo offers:
We offer a diverse and inclusive purpose-driven and feel-good environment with a supportive ‘anything is possible’ culture. Other great benefits include a competitive incentive structure, personalised development and an inclusive wellness policy.
- Great working hours, Monday-Friday office hours
- Office based in South Yarra
- We are a growing business. Get different opportunities and progress within the company.
- Amazing employee discounts
- Work from home on Thursdays
What’s next?
If we have described you in this advertisement and the opportunity sounds like the perfect opportunity, we would love to hear from you.
Please submit your application, click “apply now” and include a cover letter outlining why this is the right opportunity for you and what appeals to you about The Memo ethos and mission.
