Consumer Experience Agent

at  The Arnotts Group

Department: Marketing - ANZ
Location:North Strathfield, AU, 2137
Job Function: Marketing - ANZ
Employment Type: Part time
At The Arnott’s Group, you’ll work with a diverse team who align with our values and are passionate and empowered to perform at pace and achieve big things. Alongside genuine people, you’ll enable the local production of quality products including Tim Tams, Campbells Soup, Shapes, V8 juice, Vita-Weat, Scotch Fingers and many, many more…. which you also get to enjoy.
The Arnott’s Group unites a collection of leading consumer brands connected by our purpose, to create delicious moments. We recognise that creating delicious moments for a diverse range of consumers is only possible if our workforce reflects the consumers we serve. We are an equal opportunity employer - because it’s right for our consumers, our business, and our people.
We are proud of our legacy, but we aren’t stopping here! Collaborators, innovators, and agile thinkers with a curious mind thrive here. Be part of a future which is full of delicious moments created locally, by you!

THE ACCOUNTABILITIES

• Manage consumer complaints and enquiries via phone, mail, email, and social media
• Record all consumer interactions meticulously in the customer service database
• Relay consumer feedback to relevant teams for product and service improvement
• Coordinate with manufacturing units and external agencies to resolve consumer issues promptly
• Update communication templates to align with current company policies
• Assist in promotional events and company initiatives as needed

Just like you can’t make a Tim Tam without chocolate, there are a few essential ingredients we need for this role:

• A passion to deliver joyful experiences to our customers with patience and integrity
• Prior practical experience in a similar customer service environment
• Prior experience in CRM systems – Xugo, Zendesk or similar
• Exceptional verbal and written communication skills
• Excellent negotiation, problem-solving, and listening skill

We stand for high performance with integrity and find moments of pride and celebrate the wins gained from our collective effort. These are part of our culture and the cornerstones of The Arnott’s Way. When you join our team, you can expect to experience a real sense of belonging, be empowered with accountability, be recognised for your contribution, collaborate with great people and enjoy the following perks:

• Prioritise your physical, mental and financial wellbeing with discounted Health Insurance, home loans, gym memberships and access to our employee assistance program.
• Free parking for all employees, easily accessible to the office by public transport, onsite showers and secure bike parking.
• From the sustainability strategy to our Inclusion & Belonging work, there are ways to make a difference to people and the planet