Careers
We're looking for a Customer Service Specialist in Brisbane!
About KATM
Kylie and The Machine was launched in 2017 with a small range of woven labels for the home sewist. Today, we are stocked in over 200 stores worldwide with an ever growing product range including labels, denim hardware and sewing tools. Through our product, we aim to bring joy and delight to the home sewist!
About The Role
As the Customer Service Specialist, you will be responsible for nurturing our loyal customer base and welcoming new customers to KATM. We aim to DAZZLE our customers with the best service in the industry.
In this role, you will be provided with 2 week's training, paired with on-the-job learning.
You will work alongside our Creative Director (Kylie), Operations Manager (Sally), Social and Content Manager (Sophie) and Warehouse Manager (Aleisha)
Contract Type
Part-time (up to 30 hours weekly)
Hourly rate $36 + Super
Key Responsibilities:
With the digital age, there are many platforms and channels for customers to interact with KATM. The successful applicant will be someone who is self-driven and self-motivated to leave no stone unturned. Willing to be kind, helpful, and to go the extra mile for our wonderful customers.
Fostering customer relationships with friendly, warm, personal language.
Helping customers make their selection and place an order.
After sale service, fixing addresses, adding or combining orders. Refunds, returns, exchanges etc.
Helping customers after their order is shipped, following tracking and proactively intervening where there are any potential issues that may arise.
Logistics - closely monitoring all outbound tracking of parcels, movements, delays, customs paperwork etc. ensuring deliveries are smooth to our customers.
Facebook platform, 2 pages, 1 group, facebook ad engagement, monitoring comments and responding to all comments on Ads. Sewing Club Podcast Facebook group - community involvement and engagement within the private group.
Website - Identify any missing links in the sales funnel, making improvements to the customer experience.
Email - Responding to, or forwarding to the relevant person, all communications inbound via email.
Reviews - Publishing and responding to customer reviews on the website
Community Building -Fielding requests for Kylie, collaborations, influencers, Frocktails sponsorship opportunities and any other inbound enquiries.
Channels
You will be responsible for responding to customer enquiries on the following channels. Experience in some of these channels is essential.
- Shopify
- Youtube
- Etsy
- Amazon
Personal & Professional Attributes
We are a small and close knit team who treasure our relationships with one another. We are looking for someone with the following professional and personal qualities:
- Warm and friendly
- Hardworking
- Open and honest
- Highly organised (sometimes things can go wrong so we may need a Plan B to fall back on!)
- Excellent written and verbal communication
- High attention to detail
Application