CALL CENTRE CUSTOMER EXPERIENCE AGENT

ABOUT US

Winc is a company that exists to inspire millions of people in Australia with new and better ways to work and learn. From office, school, facilities and safety essentials, services like print and marketing, to demonstrating what more is possible with our technology and workspace solutions, Winc has a wide product range that can be tailored to our customers’ needs.

ROLE PURPOSE

As a Call Centre Customer Experience Agent, you will provide support on a range of enquiries to both our external customers and internal sales team. Our team purpose is to provide effortless interactions by phone, chat or email and we are always looking for ways to improve our customer experience. 

KEY ACCOUNTABILITIES

• Handle inbound & outbound customer enquiries 
• Follow up internal and external enquiries
• Manage customer complaints
• Identify and report on trends in customer enquiries
• Participate in learning sessions to learn new skills/processes
• Look for ways to improve the customer experience
• Help our new and existing team members when required
• Deliver on KPIs and targets relating to sales responsiveness, quality, and call handling
• Ownership over customer queries, delivering a first call resolution where possible and highlighting potential repeat call drivers

WHAT WE LOOK FOR

• Confidence managing multiple systems while talking to a customer
• Experience in customer service and/or sales or people who are new to customer service who are keen to learn and grow
• Enthusiastic team player who strives to provide the best experience for our customers
• Adaptable and willing learner
• Excellent communicator with active listening and problem-solving skills
• Individuals with solid computer skills (experience using Salesforce, SAP, Windows and Genisys)

WORKING WITH WINC

• We believe we’re better and smarter together and our values reflect our commitment to creating a welcoming, diverse and inclusive environment.
• We all reap the rewards of diversity with gender equity across teams, senior management and internal promotions as just the beginning. 
• We are committed to First Nations empowerment and support and clear on our responsibility to take action to address the imbalance in opportunities.
• We are focused on working towards a more sustainable future with our Winc Social Agenda - our plan to make a difference across six pillars of social responsibility (Safe Work Practices, Gender Equity, First Nations Empowerment and Support, Climate Change, Responsible Packaging/Management of Waster and Ethical Sourcing). 
• We’re passionate about setting our people up for success and providing the training, tools and environment to enable you to perform your best and develop your career at Winc. 
• We take care of our people through our internal Mental Health First Aider network, free access to our Employee Assistance Program, and generous leave entitlements to support you through the various priorities and stages of life (e.g. Lifestyle Leave, Volunteering Leave, Cultural Awareness Leave, Sorry Business Leave, Paid Parental Leave, Domestic Violence Leave).
• And finally, there’s plenty of perks! Our much loved quarterly Our Heroes recognition program, team discounts, corporate partner discounts. People say it’s a really collaborative and supportive environment – why don’t you be the judge?

We are passionate about First Nations employment and encourage First Nations Peoples to apply.

To Apply:  Send your resume to the Winc People Team by selecting ‘Apply’ and following the prompts.

No Recruitment Agencies – We have this one covered!