Customer Experience Assistant

CULTIVER | Customer Experience Assistant

Contract: Full Time

Location: Neutral Bay, Sydney

At CULTIVER, our products and experiences bring a touch of understated luxury to the familiar rituals that make up your everyday life. Founded in Sydney in 2012, we are dedicated to sourcing the highest quality materials from around the world in a mindful way, to create timeless pieces for the home.

We are seeking a highly motivated and experienced Customer Experience Assistant to join our team.

In this position, your primary focus will be delivering outstanding customer care and consistently enhancing the overall customer experience with our brand. Your responsibilities will include supporting our Customers and Trade, Hospitality and Retail partners in Australia and the US. You will play a pivotal role in driving customer engagement from the initial discovery stage all the way to post-sale service, ensuring a seamless journey for our customers.

This position presents an excellent chance for someone with prior experience who is seeking their next challenge.

You will thrive in this role if you have the experience to:

• Respond to all incoming enquiries (email, live chat, phone) in a confident, timely and accurate manner in line with brand guidelines
• Ensure customer satisfaction by happily guiding customers through the sales and returns process, answering product and styling questions with confidence and brand expertise
• Liaise with 3PL warehouse partners across all regions to action customer requests and ensure a smooth and efficient customer experience
• Review, approve and onboard inbound Trade, Hospitality and Retail partner applications in a timely manner, identifying those which provide brand opportunities
• Nurture partners by aiding in styling, curating ranges and raising orders as required
• Work hand-in-hand with the retail team to ensure a consistent brand experience, no matter the customer touchpoint
• Champion the customer experience and produce regular reports to monitor customer service trends and relay information proactively to internal stakeholders

The key skills you will need to be successful are:

• Strong verbal and written communication skills with a positive and empathetic approach to customer service
• Strong time management skills and attention to detail
• An interest in interior design, styling or retail
• The ability to problem solve, adapt to change, take ownership and have an openness to collaboration.
• Prior experience working with Gorgias, Shopify and Cin7 is preferable

By joining CULTIVER, you will be part of a team of hard-working, talented and supportive individuals who are deeply committed to helping our business transform day to day – growing, adapting, and improving constantly. We pride ourselves on the energy this brings to our work and success.

Employee benefits include:

• Training and professional development opportunities
• Hybrid working arrangement: 3 days in office, 2 days from home
• Staff discounts (and one for your friends and family)
• Time off for your birthday
• Annual philanthropy day and team events

CULTIVER believes in treating all people with respect and dignity and recognises that the individuality of each of our employees is a strength, and this diversity is what allows us to thrive. We are committed to equal opportunity. Should you require adjustments to be made to the application process in order to best demonstrate your suitability for the advertised role, please contact recruitment@cultiver.com and we will do our best to reasonably accommodate you.