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About Quad Lock Quad Lock is one of Australias fastest-growing companies and a certified Great Place to Work. Based in Melbourne, Quad Lock revolutionised the smartphone mounting game with our patented case-based mounting system. Originally launched in 2011, the Quad Lock range now includes mounts for Cycling, Motorcycling, Driving, Running, Marine and a range of Lifestyle options. To date, millions of Quad Lock products have been shipped to over 100 countries and sales continue to grow worldwide at a rapid pace.About our People At Quad Lock not only do we work hard and love what we do, we are also a great bunch of people with a diverse range of interests. We have keen cyclists and motorbike riders, runners and car enthusiasts (of course). But did you know we also have movie buffs, musicians and entrepreneurs, but most importantly were all super proud to be part of the Quad Lock team.About the Role We''re currently seeking a talented Customer Experience Specialist to join our dynamic CX Team at Quad Lock. In this role you will engage with our community across all support channels, creating authentic customer-centric solutions with every interaction. Youll utilise your insights from connecting with our customers to support the strategic direction of our team and business to deliver the best-in-class product and experience for every customer.What You''ll Do You will play a critical role in being the voice of our brand across all support channels.Support across our primary support channels, as well as supporting our greater global support team.Act as an advocate for the customer to ensure that feedback is captured and reported on effectively to the wider business.Support continuous improvement in our policies and procedures.What You''ll Bring to the Role Excellent communication skills, both verbal and writtenProficient in Zendesk or similar ticketing platformsExcellent analytical skillsEmpathetic - you can remove emotion from the rhetoric and understand the customers needsA strong self-starter who can work autonomously and in a collaborative team environmentComfortable providing support via social media, with the ability to adapt communication style to suit each platform while maintaining a consistent brand tone of voiceAbility to deal with complexity, including the use of issue-based problem-solvingInquisitive, with the desire to understand product intricacies and nuancesExperience with NetSuite or Shopify (highly desired)Proven success in Customer Support within the retail or e-commerce environment (highly desired)What its like to work at Quad Lock At Quad Lock our customers mean the world to us but so does our team, by joining us youll be able to take advantage of the amazing perks we have on offer:Flexible ways of working to fit your lifestyleHealth & Wellbeing allowance to invest in your wellbeingTechnology allowance to stay connectedWeekly lunch on us to enhance your team connectionsDedicated learning & development allowance for continuous growthVolunteer Leave to support causes youre passionate about16 weeks of parental leave to support your growing familiesEmployee Assistance Program for team members and their familiesPaid Miscarriage & Pregnancy Loss Leave (Pink Elephant) supporting families during difficult timesYoull join a highly cohesive vibrant and collaborative culture in a business where you can continue to build your skill set. This is a chance to grow and develop your career whilst working in an environment with like-minded colleagues that love what they do, encourage and promote innovation and bring a contagious energy to work every day!Join the Team:Quad Lock is an equal opportunity employer, committed to supporting a diverse and inclusive work environment. If you''re looking to grow your career with us, we''d love to hear from you! Dont be afraid to stand out, back your achievements and show us what makes you the best candidate for the role. Even if you dont meet every single requirement, we encourage you to apply!To apply, select the Apply Now button below and tell us a bit about yourself, your experience and what interests you in the role. #J-18808-Ljbffr