Customer experience specialist - Melbourne
We’re an award winning and fast-growing Melbourne based company that revolutionized the smartphone mounting game with our patented case-based mounting system. We’re a fast-paced business and you’ll be joining an energetic team that makes things happen and brings products to market all over the world!
Originally launched in 2011, the Quad Lock range now includes mounts for Cycling, Motorcycling, Driving, Running, and a range of Lifestyle options. To date, millions of Quad Lock products have been shipped to over 100 countries and sales continue to grow worldwide at a rapid pace.
About our People:
At Quad Lock not only do we work hard and love what we do, we are also a great bunch of people with a diverse range of interests. We have keen cyclists and motorbike riders, runners and car enthusiasts (of course). But did you know we also have movie buffs, musicians, entrepreneurs as well as our own in house gin aficionado but most of all we have happy people who love to laugh and don’t take themselves too seriously.
About CX at Quad Lock:
Customer centricity is at the core of who we are, we’ve worked hard to nurture a community of engaged and inspired customers who we’ve designed products for, solving everyday problems. The CX team will continue to champion the customer, build customer loyalty and engagement, while demonstrating the value of customer led processes that are in line with our business strategy.
About the Role:
In this role you will create authentic customer centric solutions with every interaction. Utilise your insights from connecting with our customers daily to support the strategic direction of our team and business to deliver the best-in-class product and experience for every customer. This role will be a full-time position on a fixed term contract initially of 6 months, with the opportunity to stay on permanently. We have room for flexibility around scheduling with a variety of rosters being available for day and night shifts, weekdays and weekends. Remote working is preferred for these positions, so we’re open to any location within Australia, your own computer and internet will be required.
What you will be doing?
You will get to play a critical role in being the voice of our brand across all customer support channels (phone, chat, email). Act as an advocate for the customer to ensure that feedback is captured and reported on effectively to the wider business, supporting continuous improvement in our policies and procedures.
Now, who are you?
You have excellent analytical skills.
Empathetic, always. You can remove emotion from the rhetoric and understand the customer’s needs.
Proven success in Customer Experience, whether it’s working in a similar role, retail, or hospitality.
A strong self-starter and problem solver that is able to work autonomously and, in a team environment.
Experience of working within a wider virtual team
Excellent communication skills, both verbal and written.
Ability to deal with complexity, including use of issue-based problem solving.
Collaborative – definitely not a stranger in giving feedback and working with other departments to effect change.
Adept at using different technologies and platforms (we’re not short of those)
Inquisitive, with the desire to understand product intricacies and nuances.
Experience with Zendesk or Shopify highly regarded, but not necessary.
Working with Us:
You’ll form part of a vibrant and collaborative culture in a business where you can make an impact from the get-go. So why not grow and develop your career whilst working in an environment with like-minded colleagues that love what they do, encourage and promote innovation and bring contagious energy to work every day? Oh, and did we mention you’ll also have access to our amazing products and have a chance to test our new innovations before they hit the market.
Join the Team:
To apply, select the ‘Apply Now’ button below and tell us a bit about yourself and your experience.
To be considered please include a personalised cover letter outlining why you would like to work at Quad Lock.