Customer Service Representative (Full Time)

Customer Service Representative (Full Time)

Since launching in 2011, THE ICONIC has redefined the future of retail in Australia and New Zealand. As the leading fashion, sports and lifestyle e-commerce destination in the region, our e-commerce platforms (Retail, Marketplace and Services) provide a seamless and inspiring end-to-end customer experience. 

Our team loves delighting our customers and this passion leads us to go above and beyond in helping our customers every day, in every way! We're a highly motivated, high performing bunch, always looking for ways to improve the customer experience and challenge the status quo, having a lot of fun whilst doing it!

If you are passionate about providing exceptional service? We are expanding our busy team and looking for dedicated Customer Service Representatives to help us support our customers and deliver a seamless experience. If you thrive in a dynamic environment and are committed to ensuring customer satisfaction, we’d love to hear from you!

What’s involved..

• Respond to customer inquiries, including complaints and concerns via inbound phone, email and messaging in a timely and professional manner.
• Provide product or customer experience information and assist customers with any order related inquiries
• Ensure customer satisfaction by following up on customer inquiries and ensuring customer needs are met
• Maintain a high level of THE ICONIC’s end to end customer experience knowledge and stay up-to-date with any training and/or team initiatives
• Continuously strive to improve customer service via seeking feedback and ways of working

What it takes ..

• Experience: Minimum 1 to 2 years experience in a Customer Service or Contact Centre role (Beauty/Skincare retail experience is highly regarded)
• Customer-Centric: A strong desire to improve our customer experience and consistently go above and beyond to exceed customer expectations.
• Communication Skills: Strong verbal and written communication skills, able to articulate information clearly and effectively to customers over phone, email, and messaging.
• Problem-Solving: Proven ability to effectively handle customer inquiries and complaints, and find solutions to customer problems.
• Technical Proficiency: Familiarity with the company's website and technology, as well as basic computer skills and the ability to navigate various software programs.
• Time Management: Ability to multitask and prioritise tasks in a fast-paced environment, while meeting or exceeding performance metrics and customer service standards.
• Passion for Fashion and Beauty: An interest and passion for fashion and beauty, with a desire to stay up-to-date on industry trends and product offerings.

 Life at THE ICONIC..

From our ways of working to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it! People are our greatest asset and our ICONITE experience is designed to empower you to do your best work.

Here’s what to expect when you join THE ICONIC:

• Flexible working. We offer a hybrid and flexible working model so you can do your best work in a way that works for you
• The learning collective. Get your knowledge fix with our learning days, hackathons, and access to LinkedIn Learning
• Parents at THE ICONIC. Access to our parental leave program and an extra day off for your kids' first day of school every year
• Birthday leave. Enjoy a paid day off for your birthday and an ICONIC voucher to treat yourself
• Curate your style. No matter what your style is, we have got you covered with our Amazing staff discount and our famous sample sales
• People & Planet Positive. From our ethical sourcing and sustainability strategies to our community engagement and diversity, our responsibility is multifaceted, and each of these facets are equally important.
• Wellbeing. Access to our discounted gym memberships and wellbeing programs
• People  first. Access our Employee Assistance Program for you and your family.
• Volunteer days. Work as a Charity Partner with Thread Together for society and environmental change.
• Refer a friend. Enjoy a referral reward for successfully referring someone to THE ICONIC.

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 Attraction team directly:  talent.attraction@theiconic.com.au