Customer Experience Specialist

Customer Experience Specialist

About Sleeping Duck

Sleeping Duck was founded in 2014 by engineers Winston Wijeyeratne and Selvam Sinnappan and is now one of Australias fastest growing startups and thats particularly unique because we design our own concept products entirely in house.

Groundbreaking engineer led inhouse product design. Real sleep science. Transparency. Honesty. Value. And a commitment to passionate exemplary customer connection service and support. We are a multi award winning product company that is reinventing the way Australians improve their sleep quality through better and more accessible high quality bedroom products.

Our team is exceptionally driven. We are led closely by our experienced founders and foster a strong inclusive culture. We are unified in our vision for reinventing the sleep product space to make better sleep accessible for everyone no matter who you are. It is an exciting place to work because everyone at Sleeping Duck wants to do exceptional things.

We do almost everything in house which gives us a rare sense of unity of purpose in our vision to make better products and experiences for our customers. Our 60 person team is very passionate and includes Product Development Creative and Marketing Supply Chain Customer Experience and Technology.

We have significant expansion plans taking place over the next two years making it a very exciting time for a new Customer Experience Specialist to join the team and be part of this journey.

Customer Experience @ Sleeping Duck

Our awardwinning Customer Experience team sits at the heart of the company. Our mission is to consistently deliver high quality timely and memorable worldclass customer experience for each and every customer.

How do we achieve that Our team believes in transparency with our customers and helping them through the entire purchase process to ensure a smooth and seamless experience. This includes helping customers understand our products assisting with a presale enquiry liaising with our supply chain team and delivery partners to ensure orders are on track and assisting the customer with any postsale support such as customising the product.

We are not your typical sales contact centre. We are all about creating an unforgettable experience for our people and our customers. We empower customers by educating and having honest conversations to form genuine connections prioritising the quality of the experience over the speed of it.

Whats the role all about

Our CX Specialists sit at the heart of the Sleeping Duck managing a variety of pre and post sale enquiries from customers. We are a passionate team who work together to deliver great customer experiences. You do not need to have a sales background to be great at this job!

We are on the look out for a part time staff member to join us and due to the nature of the role we are looking for someone who can work the majority of shifts from our office HQ (Prahran). A proportion of the time as hybrid hours may be negotiated as possible as the role progresses.

• Manage a variety of inbound customer enquiries including but not limited to; phone calls sms emails live chat socials face to face in our Showroom space.
• Engage and build relationships with our customers through the presale and postsale journey.
• Identify recurring issues and report them to the wider business.
• Continuously learn and improve on your own skills.
• Innovate to improve on the current experience.
• We have opportunities for leadership growth within the team.

If you dont tick every box please dont count yourself out just yet. Were all about hiring the right person rather than ticking boxes so if this role resonates with you please apply!

People who wed love to work with

• Great communicators with active listening skills that can identify customer needs and provide appropriate solutions
• Qualities such as empathy openmindedness and ambition
• A warm energy and enthusiasm to learn
• Ability to adapt in a fast moving environment
• Be techsavvy
• Availability to work one weekend day on a rotating roster
• Enthusiastic and passionate we love what we do and we want a team player who loves what they do

Life @ Sleeping Duck

• An opportunity to be part of our evolving story and join an innovative and fast growing Melbourne born startup
• The team is really passionate about what they do they have an openminded forwardthinking and inclusive culture
• Amazing employee benefits wellness days events learning and development budget and generous leave entitlements
• To really live the SD life we will gift you a mattress to take home after your successful 6 months probation with generous discounts for family and friends

If you are interested please submit your resume.

It doesnt matter if youre a sidesleeper a back sleeper or an insomniac we welcome sleepers of all backgrounds at Sleeping Duck. Were proud to recruit develop celebrate and retain the most talented individuals from a variety of backgrounds.