Customer Experience Specialist - HQ

Customer Experience Team Member

Grace Loves Lace is the world leader in innovative, modern bridal with an e-commerce store and boutiques around the globe!

We are continuing to grow, and to ensure that our brides continue to receive our award-winning customer service we are looking for a service driven individual to join our Customer Experience team, working from our global head office in Burleigh Heads.

This is a part time role working 4 days per week (Monday - Thursday) - start & finish rostered hours are between 6am - 5pm due to operational need.

What You'll Be Doing:

This pivotal role will see you providing exceptional customer care to our brides post-purchase via email and telephone. This is a customer focused position, where your most important KPI will be the satisfaction of our brides.

• Responding to customer service and production inquiries via email & phone within a 24-hour time frame – key KPI's are linked to your performance and you will thrive on delivering and achieving these goals
• Dealing with any customer complaints and using resolution strategies to be able to ensure our brides issues are resolved in a timely manner
• Providing online sales support as needed
• Escalating appropriately to your manager any issues that need further support
• Assisting customers in the process of locking in their measurements to meet key production time frames
• Assisting brides with the purchase and processing of post-sale add-ons like veils and other key accessories
• Assisting as required with processing orders and sending order confirmations
• Liaising with domestic and international couriers and assisting with the return/exchange process

What We're Looking For:

• Proven experience in a customer service role
• Excellent communication skills, time management and organizational skills
• High standard of attention to detail and customer service oriented
• A strong work ethic and 'can do' attitude
• The ability and enthusiasm to go above and beyond for each customer
• Ability to remain calm in challenging situations and show a high level of resilience
• You are a problem solver and resolution focused
• Ability to meet daily goals and deadlines, experience in working towards KPI's advantageous
• Ability to work individually and in a team environment to achieve targeted results
• IT skills using spreadsheets, Outlook, data entry and experience using a Customer Relationship Management (CRM) program
• Ability to touch type (at least 50 wpm) and cover 150+ emails per day
• Production knowledge and experience desirable
• A passion for our brand and exceeding expectations is essential
• Ability to work a part-time roster of Monday - Thursday

Why Join Us:

• Be part of a globally recognized and loved bridal brand, designed and led from the Gold Coast
• Work alongside a passionate, talented HQ team
• A rare opportunity to step into a pivotal leadership role within the original bridal disruptor!
• Generous staff discounts, barista coffee on site, access to employee wellbeing perks and much more!

All candidates must have Australian work rights and will be required to provide two recent and relevant referees. We thank you in advance for your interest in working with us but only those candidates selected for interview will be contacted.

Grace Loves Lace has always been, and always will be, committed to provide an environment free of discrimination and harassment to our candidates, employees, customers, and suppliers. We are committed to equal opportunity and recruitment decisions are based on merit and business needs. We do not base decisions on any classifications protected by federal, state or provincial and local laws and ordinances. Reasonable adjustments are available to qualified individuals.