Customer Service - Escalations Representative at THE ICONIC

Customer Service, Sydney CBD Hub sydney support
Posted a month ago

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..

  • Operate with a mindset that is obsessed on providing exceptional service for our customers.
  • Responsible for handling customer escalations of all natures including informal and formal escalations across all of Customer Service.
  • Be the gatekeeper of any customer contacts/complaints that require escalation due to third party regulation mentions or general complaint nature e.g. ACCC, Fair Trading, Legal, THE ICONIC values, determining resolutions and formulating customer responses.
  • Liaise with CS Operations Managers as well as Legal, PR and other key internal stakeholders to flag and acquire approval of escalation resolutions and comms. 

About you…

  • Exceptional written and oral communication skills, adaptable in a customer and internal stakeholder setting.
  • Demonstrated ability in problem solving, taking initiative, attention to detail and managing multiple priorities.
  • Previous experience in a senior or escalations/complaints customer service role, particularly working in an inbound contact centre environment
  • Previous experience analysing escalations/complaint trends and data with a focus on reporting to senior stakeholders
  • You have a continuous improvement mindset and are always looking at ways to reduce escalations/complaints
  • You can work both autonomously and as part of team, maintaining a focus on the customer and SLAs
  • You thrive and stay grounded in high pressure situations; resilient and adaptable in a fast paced environment. 
  • We believe in “always on” feedback - you can give and take constructive feedback - we want to hear your ideas and want to help each other learn and grow.   
  • 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)

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

Health and Wellbeing is extremely important to THE ICONIC, so interviewing for this role will be conducted virtually due to COVID-19.