THE ICONIC is hiring a

Customer Service Representative (Casual)

Sydney, Australia

THE ICONIC is a truly unique brand.  We entered the market in 2011 with the vision of defining the future of fashion retail.  Since then we have created a brand known throughout Australia by connecting 20-35yr old shoppers with the best fashion and sports product through the most inspiring and rewarding shopping experience. 

THE ICONIC stands for benchmark-setting experiences (3HR delivery, access to over 700 top brands, market-leading shopping app), for impassioned communities (connecting Australians fashion and sports lovers through digital innovation), and for our love of the newest in fashion from our 700+ leading local and international brands.  We want to inspire Australians and New Zealanders to constantly explore new sides of their identity, and have a whole lot of fun doing it.

  • “We Dream Big” – you will have a vision for how we can become a data-driven company to derive competitive advantage 
  • “We Are True to our Customers” – you will be inherently passionate about customer impact, both external and internal customers, and will constantly challenge yourself and the team to deliver more customer value 
  • “We Get Things Done” – you do not want to work in a cumbersome organisation, you want to work in an agile high-growth company. You lead with the right balance of planning and pragmatism. 
  • “We Are Stronger Together” – you are an experienced and capable leader. You will galvanise a team and inspire the broader organisation towards your vision. 

About the Role

We are looking for Customer Service Representatives who are passionate about fashion and have the desire to provide our customers with the best shopping experience. Being a Customer Service Representative for THE ICONIC, you will provide support on a range of enquiries whether it be helping a customer find the right outfit for an event or assisting them with how to lodge a return for their items online.

 What will I be doing?

  • Handling inbound & outbound customer enquiries via phone and email
  • Follow up internal and external enquiries
  • Managing and escalating customer complaints
  • Achieving set KPIs while maintaining excellent quality
  • Identifying and reporting trends in customer enquiries
  • Looking for ways to improve the customer experience
  • Mentoring /assisting new employees when required

 Who We Are Looking For

  • Minimum 1 years' customer service experience, ideally in an inbound contact centre environment
  • Retail customer service experience desired
  • Excellent verbal and written communication skills
  • Active listening and problem solving skills
  • Desire to exceed KPI’s
  • Exceptional attendance record
  • Solid computer skills (experience using Google Apps and CRM systems such as Zendesk an advantage)
  • Flexible working hours as shift availability will vary

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