Role: Customer Experience Representative
Brand: Surf Stitch
Location: Gold Coast, Qld
Summary:

Our fast-paced Customer Experience team are looking for multiple Customer Experience Representatives to join the team on a full-time 3-month fixed term contract (3 roles available) and casual basis.

These roles are responsible for providing exceptional customer service support and information in response to enquiries via email, live chat and telephone across the Alquemie Group products and services, including SurfStitch and Lego Certified Stores. The successful candidates will take full ownership of resolving customer enquiries to completion.

Responsibilities:

• Act as first point of contact for all customer enquiries and incoming calls and emails
• Deliver a friendly and informative experience to our customers
• Efficiently resolve customer enquiries by responding via email, live chat and telephone
• Engage with our customers, sharing product knowledge and experience
• Understand the various Alquemie Group Brands customer (these brands currently include SurfStitch and Lego Certified stores, but may expand over time)
• Provide advice and suggestions to internal stakeholders based on trends in customer feedback
• Liaise with external third parties such as couriers, postal services and third party gateway providers to resolve shipping, website and gateway issues
• Assist with the processing of returned customer items and liaise with customers on the progress of their order

• Design and implement processes to monitor and control resources, budget, risks and quality.
• Assign/monitor work as needed, ensuring that project steps are in alignment with business objectives.
• Oversee all launch activities within our seasonal product launch and consumer moments calendar.
• Build constructive business relationships across the organization, including 3rd party vendors.
• Identify, analyze and prioritize project risks and impact of risks on all projects.
• Develop a communications plan to update marketing stakeholders on progress & implementation.
• Work with our creative and content teams on creative development.