Customer Experience Specialist – Full-Time

True Protein Blog Avatar Fallback reviewed by our Nutrition Team 28 November 2023

If you have a background in customer-centric roles, live and breathe health and wellness, have a passion for the brand, and a willingness to learn and value a healthy work-life balance this role could be for you.

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Customer Experience Specialist – Full-Time

Job Title:

Customer Experience Specialist – Full-Time

Location 

Brookvale, Sydney

Introduction:

If you have a background in customer-centric roles, live and breathe health and wellness, have a passion for the brand, and a willingness to learn and value a healthy work-life balance this role could be for you.

As a Customer Experience Specialist which is a hybrid working arrangement, you will be reporting to the Head of Customer Experience and the Lead CX specialist, whilst working closely with key stakeholders across the business and external stakeholders of our customers, both retail and wholesale. You will bring energy, enthusiasm, empathy, and the desire to connect with our customers to provide excellence in customer experience, The True Experience. 

Key Responsibilities Include:

  • Manage ongoing customer relationships utilising our CRM and connecting with customers on multiple channels including live chat, phone, emails, and socials.
  • Provide a best-in-class seamless customer service experience achieving industry benchmark KPIs. 
  • Resolve customer concerns and issues and provide them with an agreed resolution to maintain customer loyalty.
  • Develop extensive product range knowledge to provide informative and professional information to our customers. 
  • Communicate with key internal stakeholders to pipeline customer feedback to the relevant department to ensure continuity of experience and to provide a voice for the customer. Follow through with proactive customer communication to close the feedback loop.
  • Execute customer experience strategy and collaborate with team members and department heads to iterate the customer experience offering. 
  • Act on monitored monthly KPIs and improve where required. 
  • Assist the Head of Customer Experience with ad hoc tasks where required. These tasks will be varied and may include duties outside the main responsibilities. 

What We Are Looking For: 

  • Experience working in eCommerce is preferred.
  • Experience with ERP and CRM preferred.
  • Some knowledge of the brand is preferred. 
  • Experience working in customer support is preferred but not essential.
  • The right candidate will have a warm and empathetic nature, a good service mindset, advanced listening skills, and be able to exhibit patience when handling customer conversations. 
  • Our team members need to be able to multitask across many platforms and can triage customer concerns. 
  • Someone who thrives in a fast-moving, dynamic, collaborative work environment.
  • A person with attention to detail with excellent communication skills, enjoys grammatical detail and displays solid written and verbal skills.
  • Someone who thrives being part of a diverse team. 

What We Offer:

At True we understand that our business is only as good as our team, so we value creating an exceptional employee experience and do our best to make your work life rewarding and enjoyable. 

  • Fun, dynamic, and collaborative work environment
  • Onsite staff gym, ice bath and sauna
  • Generous discounts on True Products
  • Social events, company Town Halls and team celebrations 
  • 4 additional recreation leave days per year.
  • Learning and development opportunities
  • Yearly True Voice survey to improve our employee experience 

Next Steps: 

If this role sounds like you, then we want to hear from you! Please tell us about yourself in a cover letter and attach your CV and/or links to your LinkedIn profile. Send this email to: katherinemoore@trueprotein.com.au with Customer Experience Specialist in the subject line.

IMPORTANT INFORMATION: all content provided here is of a general nature only and is not a substitute for individualised professional medical advice, diagnosis or treatment and reliance should not be placed on it. For personalised medical or nutrition advice, please make an appointment with your doctor, dietitian or qualified health careprofessional.