customer experience agent

Website: https://www.winc.com.au/

Role Overview

• Position: Customer Experience Agent (1 vacancy)
• Location: Perth Airport WA Distribution Centre (Onsite parking available)
• Job type: Full time (Perm)
• Work Model: Hybrid (1 day Work From Home day per week of your choice)
• Remuneration: $68,500 base salary + super
• Incentive Scheme: Performance incentive program evaluated every 6 months (commencing January)
• Dress Code: Smart Casual
• Onboarding: Includes 2 weeks of dedicated induction and hands-on system training
• Key Systems: Genesys Cloud, SAP, and Salesforce
• Interview Process: 2-Stage (1 x Microsoft Teams interview with Manager, followed by 1 x Face-to-Face interview with Team Lead in Perth)

Position Summary
Operating out of the Perth Airport Distribution Centre within a small, supportive, and highly collaborative local team, this role serves as a primary touch point for both internal teams and external Winc customers. The position balances inbound phone, chat, and email support with inter-departmental problem resolution, customer follow-ups, and delivering against core customer satisfaction and operational call metrics.

Key Responsibilities

• Inbound Customer Service: Handle incoming customer queries across phone, live chat, and email channels, providing efficient, friendly, and solution-focused assistance.
• Cross-Departmental Collaboration: Work closely with internal Sales and Warehouse operations teams to investigate, resolve, and follow up on customer enquiries.
• Multi-System Navigation: Utilize Genesys Cloud, SAP, and Salesforce concurrently to manage account records, check order statuses, and update customer files during live interactions.
• KPI Delivery: Meet or exceed key performance targets—including First Contact Resolution (FCR), Net Promoter Score (NPS), call handling volumes, and reliability standards.
• Team & Culture Contribution: Complete required CX training fundamentals, participate in team engagement activities, and foster a positive, collaborative culture.

Requirements

• Minimum 18 month experience in call centre
• Customer Support Experience: Previous experience in a contact centre, customer service, or sales environment (or a clear eagerness and capacity to learn).
• Communication & Active Listening: Excellent verbal and written communication skills with strong active listening and problem-solving abilities.
• System & Computer Literacy: Solid overall computer proficiency with the confidence to navigate multiple databases simultaneously.
• Detail Orientation: High level of accuracy, attention to detail, and reliable follow-through on customer commitments.
• Teamwork & Adaptability: Enthusiastic team player with a proactive, curious mindset and adaptability to learning new processes.

Desirable Criteria:

• Direct prior experience using Genesys Cloud, SAP, or Salesforce.

Mandatory Pre-Employment Prerequisites:

• Background Check: Satisfactory completion of a National Police Clearance certificate upon a successful offer.
• Work Rights: Valid evidence of Australian Citizenship, Permanent Residency, or unrestricted rights to work in Australia.

How to Apply / Next Steps
If this role sounds like a great fit for your background and skills, please reply to this email with the following details:

1. Current Australian working rights status
2. Your availability / notice period to start
3. An updated copy of your CV
4. A brief summary of your relevant customer support experience

Please note: Once we receive your updated CV, our team will review your experience against our client's specific requirements. If your background is a strong match, we will be in touch directly to discuss the next steps.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.