Location: 2 LocationsPosted on: 03 January 2025Snooze Management, based in Canterbury, is currently seeking a detail-focused, self-motivated Customer Care Specialist to lead the customer service area of the Snooze business. The successful candidate will manage one team member as part of the role.Perks of the jobWork with an amazing, passionate and talented team of individualsOngoing training, development, support & office activitiesJoin an iconic brand with quality products and exceptional serviceEnjoy employee discounts across all our brandsHybrid work (once role established)ComplianceDisseminate written policies and procedures related to compliance activities regarding ACL guidelinesConsult with General Counsel as necessary to address difficult legal compliance issuesFile appropriate compliance reports with regulatory agenciesIdentify compliance issues that require follow-up or investigationReview communications such as sales, marketing, and advertising as part of the compliance sign-off processDesign and direct the development or implementation of compliance-related policies and proceduresCustomer ServiceManage and maintain documentation of compliance activities, such as complaint escalations received, and investigate and assist with outcomesManage social media communications for Snooze brand specific to inbound customer communicationsMaintain communication regarding service issues; mediate between suppliers, franchise partners, and customersManage timely communications with customers and ensure all customer communications are properly addressedAddress incoming social media comments within 24 hoursProvide guidance on compliance topics, policies, or procedures related to customer service: at the induction process and on an ongoing basis, as requiredRedress (or Resolve) customer issues that Franchisees are unable to provide satisfactory resolution with management involvementTrainingProvide training and guidance to the Customer Care Coordinator on compliance topics, policies, or procedures related to customer serviceTrain new Franchisees on compliance and customer service procedures and processesSystemsAssist in the identification, development, and maintenance of any customer database as a communication platform that works seamlessly with stores and internal stakeholdersVerify that software technology is in place to adequately provide monitoring of customer contacts with SnoozeTo be considered for this role, you must have:A working background in retail franchising is preferredAt least three to five years in a similar role preferredAn exceptional level of Excel proficiencyHigh levels of English literacyThe ability to communicate at all levels, across multiple channelsHigh-level planning and organization with a strong service approach and attention to detailThe ability to work both autonomously and cooperatively with others and contribute in a team environmentA positive can-do attitude to workPlease note the successful candidate will be required to submit a clean, current, and valid national Police check as the inherent requirements of this role will include handling sensitive data.If you feel you have the skills and background to make an impact in this role, apply now by completing the questionnaire and uploading your CV.
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