Role Description and Responsibilities
The key focus of this role is to oversee the entire dispatch operation to ensure efficiency and a high level of customer service. Arranging the best possible delivery paths, liaising with the delivery contractors and maintaining high levels of morale are also imperative to this role.This role will also manage all aspects of the Dispatch and Deliveries team from leadership, process improvement, change management, financial management and health & Safety.
PRIMARY RESPONSIBILITIES & DUTIES
Liaising with inbound customer enquiries across all digital channels (i.e. email, Facebook, lnstagram, live chat, email)
Monitoring customer reviews and following up promptly for case resolution (google review, product review etc.) Utilisation of internal tools & systems to track, monitor and resolve customer queries & issues
Assessment and conversion of customers enquiries to potential purchases
Assist with ad-hoc digital marketing related activities for Nick Scali Online
PERSONAL SKILLS & QUALITIES
Are technology savvy with proficiency across the Microsoft suite and social media channels including Facebook & lnstagram
Have experience in retail and/or customer service, particularly managing customer enquiries through to resolution and/or purchase
Posses a self starter attitude with an ability to work autonomously
Have a friendly disposition and a customer centric focus with an ability to problem solve customer issues
Have a keen willingness to learn new tools and up-skill across the broader digital marketing ecosystem
Are familiar with e-commerce and furniture experience is a plus
Are able to work on weekends and enjoy time off during the week