Senior Customer Service Representative at THE ICONIC

Customer Service, Sydney sydney support
Posted 14 days ago

Senior Customer Service Representative (Multiple Roles Available)

At THE ICONIC, we issue the call to live your way, to liberate yourself from meaningless constraints. It’s time to reach for a better tomorrow, to spend less time searching and more time finding. We are inclusive and inspiring and – as your go-to destination for fashion, sport, beauty and more – we exist to liberate our customers through choice.

Our team is passionate about going above and beyond to provide our amazing customers with effortless interactions via phone, chat, email or social media. Empowered to share their learnings, pursue improvement and celebrate the good things, the team has a strong bond and a shared view that no problem is too difficult to solve. Setting the benchmark for incredible customer experiences, the team is delighted to be continuously challenging the meaning of 'great customer service' and the status quo. Recently winning Fintech's 'BEST Online Customer Service' award and recognised as one of Australia's and New Zealand's industry leaders in Customer Service, the team continues to kick goals in the retail market!

What’s involved..

  • You will be responsible for handling customer enquiries of all natures including informal and formal escalations across all of Customer Service.
  • You will be the gatekeeper of all difficult customer contacts that require escalation and will determine resolutions and formulate customer responses that are of an extremely high standard
  • You will liaise with Team Leaders, CS Operations Leads as well as other key internal stakeholders to flag and acquire approval of escalation resolutions and comms where necessary

About you…

  • You are obsessed with customer experience and have what it takes to provide exceptional customer service.
  • You thrive and stay grounded in high pressure situations; resilient and adaptable in a fast paced environment. 
  • Exceptional written and oral communication skills, adaptable in a customer and internal stakeholder setting.
  • Demonstrated ability in problem solving, taking initiative, attention to detail, time management, organisation and managing multiple priorities.
  • Previous experience analysing escalations/complaint trends and providing reports to senior stakeholders
  • Collaboration with internal stakeholders including Legal, PR, Sustainability, Category Management.  
  • Eagerness to learn and a desire to exceed KPI’s
  • Solid computer skills (experience using Google Apps and CRM systems such as Zendesk an advantage)

 What’s on offer?

  • Generous employee discounts
  • Birthday leave!
  • Loads of learning opportunities and support
  • Discounts on Health Insurance and Pet Insurance
  • Gym Membership Perks
  • Multiple Sydney hubs to work from including our dog-friendly Sydney CBD Office
  • Opportunities to support our community & sustainability partner

Life at THE ICONIC...

Our culture of learning is an environment that supports and encourages the collective discovery, sharing and application of knowledge. This helps us to continually improve, achieve goals and attain new possibilities every day. From our ways of working and collaboration to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it! To read more about our purpose, mission and principles, please visit our Careers page:

Additional Information: 

We are committed to providing reasonable accommodations to all individuals participating in our application and interview process, and while performing job functions. If you require any accommodations or adjustments prior to your the submission of your application or throughout your interview process, please contact our Talent Acquisition team directly: [email protected]