Relationship/ Accounts Manager

Life Interiors is a leading Australian Designer Furniture & Homewares digital brand that has been operating for over 15 years in E-commerce. We are a fast-growing company, made up of carefully selected experts in every sector of the business. We have built a team we are proud of and are on the hunt for a new member!

We are a dynamic & hard working team, who are looking for our next Relationship/Account Manager role to come & join us & be a part of our amazing journey.

The role involves dealing with customers post purchase. The successful candidate will be someone who is highly resilient, can focus when under pressure, empathise with customers & make the most of a bad situation, has a keen eye for detail and can pick up processes and systems quickly.

Key Responsibilities:

Customer Engagement and Relationship Building:
*Serve as the first point of contact for customers, providing a friendly and professional experience.
*Build rapport and establish trust with customers to understand their needs and preferences.
*Proactively communicate with customers to provide updates, answer questions, and resolve concerns.

Escalation Handling:
*Respond promptly to customer escalations, ensuring issues are resolved efficiently and effectively.
*Coordinate with internal teams, such as logistics, warehousing and buying, to address complex problems.
*Document escalations and resolutions to identify recurring trends and propose improvements.

Retention and Problem Solving:
*Engage with customers who express dissatisfaction or indicate they may cancel their orders, identifying the root cause of their concerns.
*Offer tailored solutions, such as alternative products, delivery adjustments, or discounts, to retain their business.
*Follow up with customers to ensure satisfaction after resolving issues or preventing cancellations.

Proactive Support:
*Monitor customer accounts to identify potential issues, such as delayed orders or unmet expectations, and address them before they escalate.
*Provide insights and feedback to the team about common customer concerns and opportunities for improvement.

Administrative Tasks:
*Maintain accurate and up-to-date records of customer interactions in the CRM system.
*Prepare reports on customer retention rates, escalations, and resolutions for team review.
*Assist with the onboarding of new customers, ensuring they have a smooth and positive experience.

What we offer:
Starting 45K plus, depending on work experience (Tax-Free!)
13th-month performance based bonus
Annual performance based salary increase
HMO for you + 1 Free Dependent after 6 months
10 days Vacation Leave
5 days Sick Leave
3 days extra PTO (holiday seasons)
Fixed Morning Shift!
Permanent Work From Home Setup