Join Fantastic Furniture as a Social Media Expert (SME) – Socials Reporting to: Customer Care Manager Key Interactions: * Internal: Customer Care, Distribution Warehouse, Retail Stores Team, Product and Marketing Team, Online Team * External: Vendors/Suppliers, Fantastic Furniture Customers, Couriers/Drivers About Us: At Fantastic Furniture, we believe that people are our superpower.
As a leading Australian furniture retailer, we're committed to creating an engaging and supportive work environment that drives our success.
When you join us, you are joining a fun (yes, be prepared for a dress up or two!
), authentic and passionate team that are committed to being learners, collaborators and change makers.
Purpose of Role: Are you passionate about social media and customer engagement?
As a Social SME at Fantastic Furniture, you will be the voice of our brand on social channels.
You'll manage customer interactions, address complaints, respond to comments, and analyze social media metrics to boost engagement and brand visibility.
Your role is crucial in ensuring our customers have a fantastic experience with us online.
Key Accountabilities: * Customer at the Centre: Resolve customer complaints within 24-48 hours and create meaningful customer experiences.
* Operational Excellence: Focus on continuous process improvements to enhance customer experience.
Regularly interact with team leaders to report trends and find quick solutions.
* Connected to Community: Maintain an open environment for feedback and collaboration.
Hold regular meetings with internal stakeholders.
* Grow the Business: Achieve sustained growth and create long-term value for customers and team members.
Share lessons learned across teams.
Success Profile - Person Specification: Work Experience: * Essential: Social media experience, intermediate typing and computer skills, good working knowledge of Microsoft Office.
* Desirable: Minimum 1 year experience in customer service, familiarity with furniture terminology, experience in a leadership role.
Qualifications: * Essential: Customer Service Experience.
* Desirable: Training Certificate.
Technical Skills: * Essential: Exposure to Zendesk, Online Exclusive logistics, and Social Media Channels.
* Desirable: Omni-Channel knowledge experience.
Traits and Attributes: * Essential: Excellent organizational skills, communication skills, strong customer focus, problem-solving capability, team player, ability to manage workload.
* Desirable: Ability to identify training opportunities and create training materials.
Why it's fantastic to join us!
At Fantastic Furniture, we offer a dynamic and supportive environment where you can grow your skills and make a real impact.
* Welcoming teams: We work together to make a positive difference in our customer's lives at home.
You'll be part of an inclusive, fun and supportive team culture.
* Stay safe and healthy: Your well-being matters to us.
We offer a range of health and wellness programs to help you stay at your best, both physically and mentally, including discounts on health insurances.
* Our products in your home: Enjoy exclusive discounts on our Fantastic Furniture products.
We believe in sharing the perks with our team and making your home even more fabulous.
* Blend work and life: We work with our teams to make sure we can both support them, as well as offer the opportunity to stay connected to their teams.
* Building Careers: We're committed to your growth.
Career opportunities can lead you into leadership roles or you can build your skills across departments.
* Free onsite parking: We have loads of free parking available.
* Snacks: Who doesn't love a great choice of healthy snacks to munch on – our support office kitchen is always buzzing and well – stocked!
Apply Now: If you're ready to take on a challenging and rewarding role, apply now and become a part of our fantastic team!
To apply, please submit your application along with your resume and a short cover letter outlining your suitability for the role.
Fantastic Furniture is a 2023 Circle Back Initiative Employer – that means, we commit to responding to every applicant.
We look forward to hearing from you!