An iconic Australian fashion house experiencing another surge of growth.
zoe kratzmann has been designing considered, understated and luxury womenswear for 20 years.
Based out of our head office on the Sunshine Coast, this role will be suited to you if:
You're ambitious, dedicated and value training and career progression
You have experience in retail, fashion or e-commerce
Have a strong interest in fashion and find joy in styling and outfitting
You're adaptable and learn quickly
You have impeccable customer service skills with an ability to surprise and delight customers
As the Customer Experience Assistant, you will surprise and delight our customers each day.
You will enjoy finding creative solutions and going above and beyond for the zk woman.
This role is primarily focused on servicing our online customers through digital platforms such as live chat over the phone and via email and requires a high-level of diligence and a positive attitude.
Reporting to the General Manager you will:
Deliver impeccable customer service to online customers across live chat, phone and email through our help desk platform
Find creative ways to surprise and delight our customers on a daily basis
Process customer returns efficiently and repackage returns to a high standard
Execute key operational requirements to deliver seasonal collections on time – this could include assisting with sample gifting and ensuring any key shipping requirements are logged accurately
Prepare new season samples and garments for campaign photoshoots and assist on photoshoots for key collections
Record, log and follow up couriers and customer-specific tracking sheets with diligence and accuracy
Handle incoming wholesale and sales Agent inquiries with care
Contribute to quarterly business review presentations and department reports as well as ideas for improvements
Maintain key KPI's across response times and resolution times and customer satisfaction scores
About you:
To be successful in this role, we ask that candidates:
Have a minimum 3 years experience in customer service, retail or ecommerce.
Retail experience is sufficient for this role, with ecommerce experience being an advantage but not essential
A strong interest in fashion, some knowledge in styling and outfitting is preferred.
Are a great communicator and problem solver.
Have a continuous improvement mindset and are driven by high performance.
Work efficiently, diligently and follow procedures accurately.
Are completely dedicated to the details and high levels of quality.
Have solid computer skills and a natural ability to learn new technologies quickly.
Basic MS Office proficiency is required to support daily administrative tasks and reporting requirements
Collaborative and positive mindset with a high level of professionalism.
Have an incredible work ethic and willing to go the extra mile.
Work well autonomously and in a small team environment.
Respond to change with flexibility and a positive attitude.
You must also:
Hold a valid Driver's Licence and have own transport.
Be legally entitled to work in Australia.
This is a fantastic opportunity to join a successful and long-standing brand in a full-time position, 5 days per week from *********pm.
Monday – Friday.
The Perks
Competitive salary and a brand who has a proven track record for internal progression.
Annual training and development budget.
Clear training, company culture guides and procedures.
Regular team social calendar.
Generous maternity leave package.
Supportive and positive team culture with a work hard, work smart mind-set.
Amazing staff discounts on our collections including complementary product each month
Ability to contribute to business annual planning and to shape the future of the customer experience department
If you have any questions, please contact our General Manager - Kim - via ******
#J-*****-Ljbffr