Customer Experience Agent

Full time: Monday to Thursday 9am to 5pm, Fridays 8:30am to 4:30pmSalary: $65,000 per year + Showroom commission
At Entity Brands, we ignite confidence in businesses through personalised uniform solutions.
With over 20 years of experience and the exclusive license of leading brands like Nike, Chef Works, Ogio, and Port Authority, we offer a wide selection of quality uniforms to meet customer needs.
Whether their business is in hospitality, corporate, fitness or any other industry, our expertise ensures their team looks and feels their best.
Our values:
Relationships: Being positive and upbeat, embracing challenges, and conveying an assured attitude.Authenticity: Genuine, trustworthy, engaging and direct. We're focused on giving our customers the insights, advice and support they need to achieve their desired outcomes.Passion: Be connection-oriented, people-focused, and thoughtful about a customer's needs.Knowledge: Build trust and expertise with our customers. Position yourself as a thought leader, knowledge sharer, and advisor.
If these match your values, our team will be the perfect place for you to develop and succeed, so let's make this happen.
The Role:
We're looking for an experienced Customer Experience Agent to join our in-office team in Alexandria.
Your role will include:Ticket management.Order management (purchase orders and decoration orders).Telephone enquiries.Showroom customer care and uniform fittings.
Typical day-to-day duties:Process all Purchase Orders (PO) and Decoration orders (Embroidery & Print).Serve as the primary contact for all customer inquiries, returns, and account issues, managing the full ticket lifecycle and quote follow-ups.Assist with general sales and account administration tasks.Manage the full showroom experience, including uniform fit-outs, retail work, and general upkeep.Coordinate with Purchasing and Warehouse to track orders, communicate delivery delays, and resolve stock/order issues for customers.Collaborate with the Sales team to onboard new customers and coordinate orders following a lead conversion.Maintain accurate customer data by updating systems such as Zendesk, Shopify, and Netsuite.
We enjoy working with customers and leaving our desks knowing we've made that difference for the day.
Why Us?
We're shaking loose the constricting top-down org chart in favour of a cross-departmental, one-team approach. We work together to facilitate the customer's journey and experience.
You'll build a career with active development and succession planning. It's a long-term partnership.It's a team of personalities, and that's how we like it; you're an individual, and we treat you as such.
The office is 15 minutes walk from Redfern or Green Square station, with parking available, and we're Monday-Friday office hours.
We've got our most exciting years coming up; be a part of an incredible journey.
What You Need: We're looking for someone with experience in a similar role and possesses the following:Love working with people (customers and colleagues). You enjoy hearing the inbox ding, phone ring and doors swing.A service mindset. You're there for your customers and colleagues, recognising them as individuals and tailoring your service appropriately.A great phone and email manner. The role is about communication, we have our system, but we want you to add the magic touch.Software understanding. You'll need to learn new software systems. Experience in ticketing software and CRM would be highly regarded. We use Zendesk, Netsuite, Shopify and Aircall.Organised. We're a successful and busy place, and it's much more fun if you know how to stay on top of things.Strong attention to detail. We depend on one another.
Only candidates with full working rights in Australia will be considered.
We look forward to hearing from you!