Job Title

CALL CENTRE CUSTOMER EXPERIENCE AGENT - WAWinc is a company that exists to inspire millions of people in Australia with new and better ways to work and learn. From office, school, facilities and safety essentials, services like print and marketing, to demonstrating what more is possible with our technology and workspace solutions, Winc has a wide product range that can be tailored to our customers needs.ROLE PURPOSEAs a Customer Experience (CX) Agent, you will be responsible for supporting a wide range of enquiries from both external customers and our internal sales team. You will interact with customers via phone, chat, and email, ensuring each interaction is clear, efficient, and customer-focused.Our teams purpose is to deliver effortless service experiences while continuously identifying opportunities to improve processes, enhance satisfaction, and strengthen customer relationships.The start date will be in early February 2026.KEY ACCOUNTABILITIESHandle inbound & outbound customer enquiriesFollow up internal and external enquiriesManage customer complaintsIdentify and report on trends in customer enquiriesParticipate in learning sessions to learn new skills/processesLook for ways to improve the customer experienceHelp our new and existing team members when requiredDeliver on KPIs and targets relating to sales responsiveness, quality, and call handlingOwnership over customer queries, delivering a first call resolution where possible and highlighting potential repeat call driversWHAT WE LOOK FORConfident in managing multiple systems while engaging with customersPrevious experience in customer service and/or sales, or a strong eagerness to learn for those new to the fieldEnthusiastic team player committed to delivering exceptional customer experiencesAdaptable, proactive, and eager to learn and growStrong communication skills, with active listening and problem-solving abilitySolid computer proficiency (experience with Salesforce, SAP, Windows, and Genesys is highly regarded)WORKING WITH WINCWe believe were better and smarter together and our values reflect our commitment to creating a welcoming, diverse and inclusive environment.We all reap the rewards of diversity with gender equity across teams, senior management and internal promotions as just the beginning.We are committed to First Nations empowerment and support and clear on our responsibility to take action to address the imbalance in opportunities.We are focused on working towards a more sustainable future with our Winc Social Agenda - our plan to make a difference across six pillars of social responsibility (Safe Work Practices, Gender Equity, First Nations Empowerment and Support, Climate Change, Responsible Packaging/Management of Waster and Ethical Sourcing).Were passionate about setting our people up for success and providing the training, tools and environment to enable you to perform your best and develop your career at Winc.We take care of our people through our internal Mental Health First Aider network, free access to our Employee Assistance Program, and generous leave entitlements to support you through the various priorities and stages of life (e.g. Lifestyle Leave, Volunteering Leave, Cultural Awareness Leave, Sorry Business Leave, Paid Parental Leave, Domestic Violence Leave).And finally, theres plenty of perks! Our much loved quarterly Our Heroes recognition program, team discounts, corporate partner discounts. People say its a really collaborative and supportive environment why dont you be the judge?To Apply: Send your resume to the Winc People Team by selecting Apply and following the prompts. #J-18808-Ljbffr