Customer Experience & Weekend Point of CallAt Flowers Across Melbourne we make moments bloom.
From our Preston *****) workspace, we create and deliver fresh, beautiful flowers that make people smile every day.We're just one branch of Flowers AcrossTM, with thriving teams in Melbourne, Sydney, and Brisbane, delivering thousands of heartfelt floral gifts each week.
With our own tech team, strong online presence, and passionate people, we're growing fast - and we're looking for 2x permanent part-time Customer Experience Superstars & Weekend Points of Call to join our team.About UsAt Flowers Across Melbourne we make moments bloom.
From our Preston *****) workspace, we create and deliver fresh, beautiful flowers that make people smile every day.We're just one branch of Flowers AcrossTM, with thriving teams in Melbourne, Sydney, and Brisbane, delivering thousands of heartfelt floral gifts each week.
With our own tech team, strong online presence, and passionate people, we're growing fast - and we're looking for 2x permanent part-time Customer Experience Superstars & Weekend Points of Call to join our team.About the RoleAs part of our Customer Experience (CX) team, you'll be responsible not only for delivering a memorable and delightful customer experience, but also for improving team processes and outcomes.
This is a permanent role based on-site in Melbourne, supporting customers across all Flowers Across locations.In addition to your regular CX responsibilities, you'll act as the Point of Call on your weekly weekend shift,



supporting the team with day-to-day operational needs and acting as a key point of contact when issues arise.Looking to commence ASAP.Hours and PayOption A: 15 hours/week Friday 7am-3pmSaturday 7am-3pmOption B: 12.5 hours/week Sunday 9am-2pmMonday 9am-5pmPay: $*****/hour + Super****Pay rates are above award rate and are commensurate with experience.
Weekend penalties are applied on top of the listed rate.What you'll doRespond to customer enquiries (phone, email, live chat, occasional in-person) with empathy and professionalism, alongside team members in Sydney, Melbourne, and BrisbaneMaintain a high standard of communication across the team, both with customers and internally across sitesPlan courier delivery runs efficiently and cost-effectivelyResolve customer enquiries and complaints with a focus on achieving positive outcomes for both the customer and the businessMonitor and meet internal customer experience KPIsContribute to national CX improvements and help shape best practice across FATM sitesProvide general administration support and assist with other duties as directedPoint-of-Call responsibilitiesSupporting and helping direct the team across key processes and duties throughout the dayBeing the contact for any last-minute scheduling changes as neededActing as a go-to reference point for team members when issues or scenarios ariseAbout YouWhat you'll bringStrong teamwork skills and a proactive, can-do attitude with a willingness to jump in and help wherever neededHigh attention to detail, especially in written and verbal communicationNatural empathy and a solid focus on connecting with customers to create positive and lasting relationshipsSound organisation skills, with the ability to prioritise and adapt quickly in a fast-paced environmentA critical thinking mindset, with strong problem-solving skills and a focus on continuous improvementConfidence working independently and making sound decisions, or a genuine eagerness to develop your autonomous decision-making and leadership skillsGreat to haveExperience in sales, administration, or customer-facing rolesFamiliarity with Google Docs/Sheets and tools like TrelloExperience in logistics, particularly relating to working with multiple couriers and delivery runsFamiliarity with Macs/Apple softwareKnowledge of flowers and the floral industryWhy you'll love working with usEstablished, growing brand with creative, supportive teams in Melbourne, Sydney & BrisbaneSupportive, collaborative culture with opportunities to learn and growInnovative, tech-forward environment (yes, we even have our own dev team!)Give back through our GIVR charity program and be a part of helping local causes ( uniforms, just great vibes (and sometimes cake)
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📌 Customer Experience & Weekend Point Of Call (Melbourne)
🏢 Flowers Across Australia
📍 Melbourne