The Customer Experience Representative provides outstanding service to customers across platforms, meets KPIs, and fosters strong relationships within teams and departments.
Created with a love for fashion, Petal and Pup was founded in 2014 with a focus on curating must-have trends for the Australian customer. With an Instagram account and a digital storefront combined with a passion for selecting the best, fashion forward styles, Petal and Pup quickly grew into a global online shopping destination.
Today, we have over 2 million followers across various social channels, customers in over 80 countries and operations spanning Australia and the USA. We are a brand that is leading the wave of next generation, socially native shopping experiences.
We are a people-centric culture building sincere relationships with our customers and our teams.
We Are Thoughtful
We Are Ambitious
We Are Easy to Love
We have operations in Brisbane, Australia and California, USA. We are looking for e-commerce, fashion and customer enthusiasts to join our growing team. Our digital first approach has shaped us to be innovators in our practices, technologies and partnerships.
If you are a problem solver, self-starter, optimist who loves collaborating and figuring things out, then we would love to connect with you!
About the Role
The Customer Experience Representative is responsible for providing outstanding service to our online customers across all communication platforms in a timely manner, keeping with the tone and feel of the company. The Customer Experience Representative performs duties to a level that meets the team and individual KPI’s as instructed by management in recurring meetings.
Responsibilities
- Provide outstanding service to our online customers with a warm and empathetic approach in line with the Petal & Pup brand and voice across all platforms.
- Attend & contribute to team discussions to help develop strategies & procedures that will contribute to improving overall customer experience.
- Meet and strive to exceed individual and team Customer Experience KPI’s and targets.
- Respond to customer enquiries across all platforms.
- Fulfill end to end customer service.
- Support customers with escalated enquiries through to resolution.
- Work alongside peers to ensure necessary cover is allocated to tasks to ensure business goals are always achieved including cover for leave.
- Maintain clear and open communication within the U.S Customer Experience team.
- Build and maintain strong professional relationships with the Customer Experience Team.
- Build and maintain strong professional relationships across all departments.
- Other duties as assigned.
Skills & Experience
- Encourage open and helpful discussions between all departments of the business through regular communication
- Build and maintain a professional relationship with all external partners
- Strong understanding of internal software programs such as: Shopify, Gorgias, Loop, PeopleVox, Whiplash and shipping carriers.
We care about our employees and have curated a benefit package that enriches our team's experience. At Petal and Pup we certainly love our work perks!
· Amazing Employee Discount Program (50%)
· Company Sponsored Medical (HMO & PPO Options), Dental, & Vision Plans
· Company Paid Life, Short Term Disability, Long Term Disability, & Employee Assistance Plans
· 401(k) Program (100% Match Up to 5% of Pay)
· Company Employee Stock Purchase Plan with a 15% discount
· Positive Company Culture that Celebrates both Personal & Company Milestones
· 15 Vacation Days + 10 Sick Days + 10 Holidays
Petal & Pup offers you the chance to make a daily impact on a global business. We look forward to meeting you!
#Petal&Pup #Petal&PupCareers #akaBrands #akaYourCareer
Petal & Pup USA, Inc., is an Equal Opportunity Employer (EOE). We're committed to a diverse and inclusive workplace and encourage applicants from all walks of life. Come join us, different makes us better.
If you need assistance or accommodation during the hiring process due to a disability, please contact us at [email protected]. Please note that we do not respond to application inquiries or resume submissions via this email address.
CCPA Notice at Collection for California Employees and Applicants click here.
Principals Only - No Agencies Please.
Top Skills
Gorgias
Loop
Peoplevox
Shopify
Whiplash
a.k.a. Brands West Hollywood, California, USA Office
9255 W Sunset Blvd, Suite 1100, West Hollywood, CA, United States, 90069
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