Customer Experience Representative chez Akabrands

Aussie Born, Loved EverywhereAt Petal & Pup, we believe that life is a vibrant tapestry woven with threads of joy, friendship, and shared experiences. We celebrate the power of community – the laughter shared with girlfriends, the unwavering support of family, and the uplifting spirit that arises when we as women come together.Founded in Australia and deeply rooted in its laid-back, open-minded and optimistic culture, we embrace this vibrant spirit. With bold colors, playful prints, and effortless silhouettes that radiate femininity and confidence, our collections are designed to make you feel good, both inside and out, and encourage you to immerse yourself in our "no worries" attitude and live life to the fullest.We want to help you celebrate every moment – the spontaneous picnics, those rooftop cocktails, your friend’s engagement party, or a cozy bonfire night. We encourage you to step outside, say ‘yes’ to that experience, and savor every precious moment, just like we do in Australia.Celebrate It All with Petal & PupIf you are a problem solver, self-starter, optimist who loves collaborating and figuring things out, then we would love to connect with you! The Customer Experience Representative is responsible for providing outstanding service to ouronline customers across all communication platforms in a timely manner, keeping with the toneand feel of the company. The Customer Experience Representative performs duties to a level thatmeets the team and individual KPI’s as instructed by management in recurring meetings.

Responsibilities

Provide outstanding service to our online customers with a warm and empathetic approach in line with the Petal & Pup brand and voice across all platforms.

Attend & contribute to team discussions to help develop strategies & procedures that will contribute to improving overall customer experience.

Meet and strive to exceed individual and team Customer Experience KPI’s and targets.

Respond to customer enquiries across all platforms.

Fulfill end to end customer service.

Support customers with escalated enquiries through to resolution.

Work alongside peers to ensure necessary cover is allocated to tasks to ensure business goals are always achieved including cover for leave.

Maintain clear and open communication within the Customer Experience team.

Build and maintain strong professional relationships with the Customer Experience Team.

Build and maintain strong professional relationships across all departments.

Other duties as assigned.

Major Components

Encourage open and helpful discussions between all departments of the business through regular communication.

Build and maintain a professional relationship with all external partners.

Strong understanding of internal software programs such as: Shopify, Gorgias, Loop, PeopleVox, Whiplash and shipping carriers.

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