Customer Escalations Specialist
Company Description
As market leaders and experts in luxury furniture design, we take pride in our commitment to quality and innovation.
For over 60 years, the client has been a nationally recognized household name in the Australian furniture industry. Following our acquisition of Plush Sofas in late 2021, we now operate over 110 showrooms across Australia and New Zealand, with exciting plans for further expansion in 2025.
Join an iconic Australian retail organization and be part of an international ASX-listed company that values career development in a supportive team environment.
Job Description
Are you passionate about delivering top-notch customer service? Do you have a knack for resolving complex issues? If so, we have the perfect opportunity for you!
As our Customer Escalations Specialist, you will liaise with customers and other departments, investigating, researching and assessing warranty cases at the escalated stage. Ensuring that customer concerns are resolved to company standards.
Key Responsibilities:
- Work closely within a team of 8 to resolve warranty cases. Work with other departments to reach resolutions.
- Liaise with customers via phone and email.
- Ensure seamless customer service and support.
- Handle escalated customer concerns from frontline support, ensuring resolution within agreed turnaround times.
- Manage high-value and sensitive cases related to premium furniture purchases, deliveries, damages, or warranty claims.
- Communicate directly with Australian customers through phone, email, and digital channels, providing empathetic, clear, and brand-aligned solutions.
- Collaborate with internal teams to resolve complex cases.
- Document escalation cases with accurate details and update case management systems for tracking and audit purposes.
- Ensure compliance with client policies, escalation protocols, and Australian consumer law standards.
- Provide feedback and insights to frontline leaders to reduce repeat escalations and enhance the customer journey.
- Contribute to service improvement initiatives by identifying process gaps and recommending solutions.
- Uphold client’s premium brand reputation by delivering professional, empathetic, and solutions-focused service at all times.
- Minimum 2–3 years of experience in customer service, escalation handling, or dispute resolution (preferably in retail).
- Strong verbal and written communication skills in English, with the ability to adapt tone to match a premium brand.
- Proven ability to manage difficult or upset customers with empathy, patience, and problem-solving skills.
- Strong coordination skills with cross-functional teams to drive issue resolution.
- Knowledge of Australian consumer expectations or retail/furniture industry practices is a plus.
- Ability to work on shifting schedules aligned with Australian business hours.
- High attention to detail, organizational skills, and the ability to multi-task in a fast-paced environment.
- Commitment to brand advocacy and consistently maintaining service excellence standards.
- Customer service experience in an office-based role needed
- Excellent communication & customer service skills
- Strong problem-solving skills and the ability to handle challenging situations with ease
- Great attention to detail
- A technical and inquisitive mindset
- Ability to investigate warranty cases, and research product information
- Proficiency in basic computer-based systems, such as soft phone systems, Microsoft. programs (Word & Outlook), and web-based email systems,