Customer Experience Specialist - Salomon

If you haven’t heard of Amer Sports before, you’ve definitely heard of our internationally recognized brands including Wilson, Salomon, Arc’teryx and Atomic. Our brands specialize in high-performance, technical sports equipment and apparel, and encourage users to get outside, keep active and have fun – whether they are playing tennis or golf in the summer, or skiing in the Winter.

Reporting to the Customer Experience Manager and working in a highly motivated team, we are excited to be recruiting for this role that will be responsible for supporting our Salomon ecommerce to improve the online shopping experience.

Responsibilities will include:

• Managing customer orders, returns and exchanges, ensuring a smooth and efficient end-to-end experience
• Assessing and processing warranty claims with care, accuracy and sound judgement
• Responding to customer enquiries across live chat, email, social media and phone in a timely, friendly and solution-focused manner
• Developing strong product knowledge to confidently guide customers and provide recommendations
• Contributing to team KPIs and performance targets, maintaining a focus on quality, efficiency and customer satisfaction
• Taking ownership of customer issues end-to-end, ensuring clear communication and positive outcomes
• Identifying recurring issues and providing feedback to improve processes, policies and customer journeys

What’s on Offer (this just touches on some of the benefits and perks!):

·      Competitive salary, bonus + super

·      Free product and generous allowances to get you kitted out for all your sporting adventures!

·      Flexible working environment, including additional school holiday flexibility / support

·      When at Head office, work in a state-of-the-art 6-star energy efficient facility, with a huge business focus on environmental and social strategies

·      Support in career development, wellbeing, and personal growth

·      Regular staff activity days, including camping, snow trips, fun runs and more!

·      Company supported volunteering program.

Ideal candidate:

• 2+ years’ experience in customer service or a similar role, ideally within retail, eCommerce or a product-based environment
• A natural people person who enjoys helping customers and creating positive experiences
• Strong written and verbal communication skills, with a warm, professional and solution-focused approach
• High attention to detail and ability to manage multiple tasks and priorities
• Comfortable working with systems and data (Excel experience preferred; SAP exposure advantageous)
• Curious, proactive and eager to learn, with a continuous improvement mindset
• Passion for sports, outdoors or an active lifestyle is highly regarded
• A collaborative team player who contributes positively to team culture

Apply today with your CV and Cover letter!

No candidate will meet every single desired skill and qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!