Job Details
**Customer Experience 2IC | Melbourne Head Office**
01-Jul-2021 MFG/6957 Melbourne Head Office Category: Marketing Position Type: Permanent Full Time Attachments: No File Attached Application Close Date: 01-Aug-2021 **Job Description**
With more than 250+ stores and 2000+ Team Members nationally, we are Australia's leading retailer and wholesaler of fashion and comfort footwear, owning and operating some of Australia's most iconic brands including Mountfords, Midas, Mollini, Cinori, Wanted, Mathers, Williams, Colorado, Diana Ferrari and Australia's biggest online footwear retailer, Styletread!
As a family-owned company, at Munro Footwear Group (MFG) we value our team, our loyal customers, and our dedicated suppliers. We work hard to play hard, we celebrate each other, and we believe every Team Member is an essential part of our ongoing success.
**About your Next Role**
An exciting opportunity has become available for a vibrant **Customer Experience 2IC** to help lead our in-house Customer Care team! Reporting to the Customer Care Team Leader, you will play a key role in leading our team of customer service consultants to provide exceptional service for all inbound enquiries across our various channels, ensuring efficiency and productivity of the customer service team.
**Your key responsibilities will include:**
* Providing excellent customer service for all inbound calls, emails, processing returns, exchanges and general enquiries
* Assisting with operational efficiencies, timesheet and leave approvals
* Managing all call Escalations and support/ticket requests
* Working closely with the Team Leader to monitor and drive Team KPI's and performance standards
* Supporting with the management of performance issues and escalating to the Team Leader where appropriate
* Onboarding and training of new starters
* Liaising with internal and external stakeholders to meet customer needs
* Assisting with the development of new processes to continually improve customer and staff experience
* Stepping up as Team Leader to manage the team where required
* Use of multiple systems Phone, e Mail, Social, M3, Magento, External Applications (e-parcel point etc.)
**To be successful in this role you will have:**
* Preferred Cert 1V in Call Centre / Customer Service
* Preferred previous experience in the retail industry or experience in a similar role
* Exceptional written and verbal communication and people skills
* Exceptional time management and organisation skills with a strong ability to multitask conflicting priorities
* Genuine ability to demonstrate empathy and build rapport
**Our culture and benefits**
We offer a friendly, welcoming team environment where continued support, training and generous Team Member benefits are provided, including discounts across all brands and subsidised personal training sessions.
This is an exciting opportunity to join Munro Footwear Group as we continue to grow. If this sounds like you, **apply now!**
**Location**
* ACT (0)
* Melbourne Head Office (5)
* NSW (3)
* QLD (1)
* SA (0)
* TAS (0)
* VIC (2)
* WA (0)
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