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Customer Experience Representative

a.k.a. Brands - Brisbane Grove, NSW

Source: uWorkin


Eagle Farm, QLD / Petal & Pup AU - Customer Experience / Casual

Founded in Australia in 2014, Petal & Pup is a lifestyle ecommerce business with an emphasis on creating the best possible customer experience. We were obsessed with how our 'shop front' looks and are committed to ensuring our customers have a wide selection of all the latest and greatest styles to choose from.

Today, we operate our headquarters office and global distribution center in Brisbane, Queensland, Australia, and our US expansion office in West Hollywood, CA. As part of our global expansion, we are looking for top performers and ecommerce experts to join our team! Come help us grow the Petal & Pup brand around the world! We only want the best and believe in maintaining a strong company culture and staying true to our values, including:

> We're all about style.

> We're mindful.

> We're egalitarians.

> We love our customers.

> What would Tiff do? (BTW, Tiff is our Founder & Creative Director)

If this sounds like the type of opportunity and company that you would love to work with, what are you waiting for? We can't wait to meet you!

The Customer Experience Representative is responsible for providing outstanding service to our online customers across all communication platforms in a timely manner, keeping with the tone and feel of the company. The Customer Experience Representative performs duties to a level that meets the team and individual KPI's as instructed by management in recurring meetings.

Essential Functions:

    • 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.


    • 2+ years of Customer service experience with a track record of providing excellent customer service.
    • Basic level of understanding of CRM Platform and communication tools.
    • Experience in retail e-commerce direct to consumer operations preferred.
    • Advanced computer skills including Microsoft Windows and Google Suite.
    • Experience with Shopify Plus desirable.
    • Ability to multitask & self-manage time spent on tasks to ensure maximum output.
    • Strong problem-solving skills to ensure a positive experience for all customers.
    • Remain positive and promote a culture of continuous improvement and engagement within the team.
    • Must be organized, a self-starter, and have strong interpersonal skills to work effectively and build strong relationships with business partners.
    • Excellent written, verbal, and presentation skills.

We offer a package that can only be described as best in class within the e-commerce space today!

· Flexible Scheduling & Rostering Practices - We Work Around Your Availability (Unless Noted)

· Amazing Employee Discount Program (50%)

· Company Paid Employee Assistance & Mental Health Plans (EAP)

· Individual & Team Based Leadership Development Programs

· Positive Company Culture that Celebrates both Personal & Company Milestones

Aside from the amazing array of tangible benefits and perks, Petal & Pup offers you the chance to make a daily impact on a global business. You have the opportunity to pursue your passion and plan your own future as part of our team! What are you waiting for?

#Petal&Pup #Petal&PupCareers #akaBrands #akaYourCareer

Petal & Pup Pty., Ltd., is an equal opportunity employer. We're committed to a diverse and inclusive workplace and encourage applicants from all walks of life. Come join us, different makes us better.

If you need assistance or accommodation during the hiring process due to a disability, please contact us at HR@aka-brands.com. Please note that we do not respond to application inquiries or resume submissions via this email address.

Principals Only - No Agencies Please.