Account Relationship Coordinator
6 days ago
We're Life Interiors, a renowned Australian digital brand specializing in Designer Furniture & Homewares. With over 15 years of experience in E-commerce, we've built a reputation for delivering exceptional customer experiences.
We're now seeking an experienced Relationship/Account Manager to join our dynamic team. As a key member, you'll be responsible for managing customer relationships, resolving issues, and driving sales growth.
The ideal candidate will have excellent communication skills, be highly adaptable, and thrive in a fast-paced environment. You'll need to be proactive, responsive, and results-driven, with a keen eye for detail and the ability to think creatively.
Key Responsibilities:
- Customer Engagement and Relationship Building:
- Serve as the primary point of contact for customers, delivering a personalized and professional experience.
- Build rapport and establish trust with customers to understand their needs and preferences.
- Proactively communicate with customers to provide updates, answer questions, and resolve concerns.
- Escalation Handling:
- Respond promptly to customer escalations, ensuring issues are resolved efficiently and effectively.
- Coordinate with internal teams, such as logistics and buying, to address complex problems.
- Document escalations and resolutions to identify recurring trends and propose improvements.
- Retention and Problem Solving:
- Engage with customers who express dissatisfaction or indicate they may cancel their orders, identifying the root cause of their concerns.
- Offer tailored solutions, such as alternative products, delivery adjustments, or discounts, to retain their business.
- Follow up with customers to ensure satisfaction after resolving issues or preventing cancellations.
- Proactive Support:
- Monitor customer accounts to identify potential issues, such as delayed orders or unmet expectations, and address them before they escalate.
- Provide insights and feedback to the team about common customer concerns and opportunities for improvement.
- Administrative Tasks:
- Maintain accurate and up-to-date records of customer interactions in the CRM system.
- Prepare reports on customer retention rates, escalations, and resolutions for team review.
- Assist with the onboarding of new customers, ensuring they have a smooth and positive experience.
What We Offer:
- A competitive starting salary of $45,000, depending on work experience (tax-free).
- A 13th-month performance-based bonus.
- An annual performance-based salary increase.
- HMO for you and one dependent after six months.
- Ten days of vacation leave.
- Five days of sick leave.
- Three days extra PTO during holiday seasons.
- A fixed morning shift.
- A permanent work-from-home setup.
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