Customer Experience Agent - Accent Group

Job description

Join Accent Group one of Australia and New Zealand’s largest retail groups. With 850+ stores, 34 iconic brands and 30+ online platforms, we’re home to some of the world’s most recognised names, including HOKA, Skechers, Dr. Martens, Platypus, Hype DC, Stylerunner, Nude Lucy, Lacoste, Sports Direct and Vans. We’re driven by innovation, passionate about our people and committed to creating exceptional experiences for our customers and teams. Here individuality is celebrated, performance is rewarded and you’ll be empowered to make your mark! At Accent Group, we're passionate about creating the best experience for our customers, whether they're shopping in-store or online. We're looking for a Full Time Customer Experience (CX) Agent to join our Customer Experience team and help deliver exceptional service across our portfolio of leading footwear and lifestyle brands. Working in a fast-paced, collaborative environment, you'll support customers across our digital channels, resolve enquiries with care and efficiency, and ensure every interaction leaves a positive impression. What you'll do: • Deliver exceptional customer service across multiple digital support channels. • Respond to customer enquiries promptly while maintaining high customer satisfaction (CSAT) results. • Assist customers with orders, freight tracking, returns and general account enquiries. • Resolve stock, product and promotional enquiries across multiple brands. • Process day-to-day operational requests from both internal and external stakeholders. • Adapt your communication style to suit different brands, products and customer audiences. • Identify opportunities to improve processes and customer experiences. • Share customer insights and feedback with the wider business to help drive continuous improvement. What we're looking for: • Previous customer service experience, ideally within retail, wholesale or eCommerce. • A genuine passion for delivering outstanding customer experiences. • Excellent written and verbal communication skills. • Strong organisational skills with the ability to manage multiple priorities. • Proficiency across the Microsoft Office Suite. • A proactive, solutions-focused mindset with a "Make It Happen" attitude. • Someone who enjoys working collaboratively in a fast-paced team environment. Why join us? • Generous 40% staff discount across Accent Group's portfolio of brands. • Opportunity to work with Australia's leading footwear and lifestyle retailer. • Supportive team culture that values collaboration and continuous improvement. • Career development opportunities across a growing business. • Access to employee benefits, wellbeing initiatives and recognition programs. At Accent Group Limited we are committed to creating an inclusive workplace that promotes and values diversity and inclusion. We believe in the diversity of our people across age, gender, identity, race, sexual orientation, ethnicity, physical and mental ability. We strive on creating an equal employment environment where everyone from any background can be themselves. The Accent Group acknowledges, and pays respect, to the Traditional Owners and ongoing custodians of the land. The Aboriginal and Torres Strait Islander and Maori people.