Customer Assistant | Dan Murphy’s | Share your passion

Looking for an adventure? You’ll fit right in at Dan’s! As one of our spirited Customer Assistants, you’ll leave your mark on our customers, team and local community. With over 270 stores and 6500+ team members, we’re on a mission to share our passion for drinks and great times, just like our founder Daniel Francis Murphy did.

The ROLE:

• Leave your mark on our customers by providing memorable in store experiences which are centered around product discovery
• Increase your daily step count while stocking our shelves with the products that Dan’s is famous for
• Discover ways that you can bring our products to life through storytelling
• Adhere to responsible service of alcohol guidelines
• Importantly, be your authentic self.  Diversity is what makes our culture here at Dan’s

The YOU:

• YOU are passionate about people and creating memorable customer experiences
• YOU have the ability to work autonomously and in a team
• YOU have good availability to work across key customer hours
• YOU have a thirst for knowledge and feel excited to discover something new every day
• YOU want to join a business where you can dream big about your future and reach your potential

How we take care of our PEOPLE:

An exclusive discount card for Dan Murphy’s, BWS and other Endeavour Group brands including ALH pubs not to mention discounts from Woolworths and Big W. Endeavour Wellbeing Support, our Employee Assistance Program that offers critical incident support, career, conflict, nutrition and lifestyle, money, family, legal and employee assistance. Grow your career within Dan Murphy’s and the wider Endeavour Group network.

If drinks excite you - and you’re close-enough on the requirements, we’d love to hear from you!

Candidates will be required to complete a functional screening assessment as part of the recruitment process.

We are together creators
We’re big, but part of something much bigger. Dan Murphy’s is one of a number of brilliant retail businesses like BWS, ALH Hotels, Pinnacle Drinks within the Endeavour Group. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about having a good time - creating a safe, inclusive and fun place to work. We’re all about creating a more sociable future - for our customers and each other.

#WeAreTogetherCreators #ComeAsYouAre #FeelTheEnergy #DreamBig #LeaveYourMark #DanMurphys #DrinkBetter #EndeavourGroup 

Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.

Education Perfect is an EdTech platform designed to empower educators and amplify their impact in the classroom. We aim to enable teachers to personalise learning at scale with a range of powerful learning, assessment, and insights tools, helping them and their students reach their full potential.

As an EPeep, you’ll work on projects that have a real impact on students' lives and have the freedom, support and resources you need to develop your skills and grow your career.

About the role

We are looking for a Customer Success Manager to join our team in Melbourne on a 12-month fixed-term contract, with the potential for extension. In this role, you will drive product adoption and usage among purchasing schools, manage relationships, and ensure our clients maximise the value of their subscriptions. Your efforts will preserve and grow revenue while ensuring client success.

What you will do

• Drive product adoption and usage across a portfolio of purchasing schools
• Actively manage school relationships to maximise the lifetime value of assigned accounts, ensuring client success and revenue growth
• Renewal management of owned accounts including identifying risks, invoice and subscription management
• Identify upsell opportunities and work closely with our Sales Operations team
• Manage invoices and subscriptions, ensuring unpaid invoices are addressed
• Drive your portfolio of schools to complete EP's Best Practice Course and increase webinar attendance
• Regularly connect with teachers and key decision-makers, developing positive relationships and providing proactive support and care to schools, key contacts and heads of departments
• Keep accurate records in our CRM system, maintaining up-to-date contact details and data hygiene for portfolio schools
• Ensure all classes are successfully enrolled in a timely manner
• Attend meetings and collaborate with various teams to stay informed on product developments
• Support Education Perfect platform expansion by identifying opportunities and assisting BDMs
• Use health metrics to identify at-risk schools and formulate intervention plans, including executive tasks relevant to churn mitigation and follow 'At Risk' mitigation steps
• Understand the competitive landscape and communicate local requirements to Product & Content Teams
• Develop and participate in networking opportunities to promote EP

About you

• Proven experience in customer success or account management
• Experience in the education technology sector (desirable)
• Strong ability to manage relationships and drive customer satisfaction
• Excellent communication skills, both written and verbal
• Experience in managing subscriptions and invoices
• Ability to identify and mitigate client risks
• Strong organisational skills and attention to detail
• Ability to work collaboratively with cross-functional teams
• Experience with CRM systems and data hygiene
• Proactive and results-driven with a focus on achieving targets
• Knowledge of the education sector and competitive landscape (desirable)
• Ability to develop and maintain positive relationships with key personnel
• Willingness to participate in networking events and conferences

Equitable opportunities, growth, and development lie at the heart of how we work at EP. We understand that not all applicants may possess all the following attributes so if you think you have what it takes, but are not sure you check every box, we would love to still hear from you!

What we offer

• As our team is based globally, we offer both remote and flexible working arrangements
• Three extra days of annual leave during our end of year shut down period, parental leave top ups and a community service day
• EAP with unlimited sessions
• Employee referral program - $2000 when you refer a new team member
• Ongoing professional development, including opportunities to develop your career into other areas of our business and access to EPs Learning Hub 
• EP support groups - Mana Wahine, DEI, Environmental Impact and Wellness Committees
• The opportunity to work within a growing global business with Diversity Works accreditation, Carbon Net Zero BCorp status, Digital Promise certification, and an unwavering commitment to our mission, people, and community

We celebrate individuality, value diversity, and understand that flexible and remote work opportunities enable our team members to work in a way that fosters creativity and inspires individual brilliance. When you work with us, you're not just joining a company - you're joining a team united by the desire to make a difference.

• The Customer Experience Specialist is primary responsibility is to provide a ‘best in industry’ experience when dealing with all customers (internal and external) through adhering to the customer practices, being authentic, empathetic, engaging, risk aware and doing what you say you’re going to do.
• The Customer Experience Specialist is pivotal in focusing on first call resolution for our customers and advisors within each interaction. This experience will apply to all TAL product lines (Retail, Direct and Investments) and as you put yourself in the customer’s shoes, you will be the smiling face of TAL.

• Hybrid working (3 days in office, 2 days from home)
• B-Corp company with multi-award winning products (Good Design x3, Red Dot x2 and Dezeen)
• Customer-centric team (4.8 / 5 star rating out of 3000+ customer reviews)

About Eva

Hi, we’re Eva — Welcome home.

With our laser focus on bringing more thoughtful design to your everyday life, come join us as we help make more people feel at home with Eva.

People are a huge part of the way we work at Eva, and we believe in caring for each other, ourselves, our community and our customers. We value honesty and authenticity and work together with humility to make things happen! When the team wins, we all win. If this sounds like a team you'd like to be part of, read on below.

We're looking for an experienced Head of Customer to lead our Customer Support function at Eva. Having recently launched our showroom in Melbourne (186 Faraday St, Carlton), this newly created role will own and streamline our online and offline customer experience. You will have three direct reports:

1. 2x Senior Customer Support/Team Leads (online)
2. Showroom Manager (offline)

Success in this role looks like:

• Overall responsibility for Customer Support department, ensuring a consistent and on-brand online and offline customer experience
• Work with Senior Support Leads and Showroom Manager to manage day-to-day activities, ensuring timely resolution of customer queries; that performance metrics and targets are met; and quality assurance is maintained.
• Recruit, lead and coach teams to achieve and exceed performance goals and targets (including NPS, CSAT etc).
• Foster a positive and supportive work culture through regular meetings, feedback, and training programs.
• Work closely with Supply Chain to ensure operational elements of the customer experience is streamlined, and there is optimal planning and forecasting to meet customer needs 
• Collaborate with the marketing team to support promotional campaigns across both retail and ecommerce channels.
• Analyse, optimise and implement strategies, processes, and technology to improve operational efficiency and reduce costs, such as process automation, resource optimisation, and lean management techniques to deliver best-in-class customer support.
• Monitor and analyse customer feedback and metrics to drive continuous improvement and communicate trends and front-line feedback to senior management 
• Regular reporting to monitor team efficiency, SLAs and overall customer service.

• 5-8 years experience in a similar leadership role, and/or call centre operations
• Proven leader with excellent communication skills and practices
• Analytical, logical and a natural problem solver
• Great coach, advisor and mentor to inspire a team of people towards a common goal
• Ability to prioritise tasks, meet deadlines and work independently in a fast-paced environment.
• Proven track record of leading with a high degree of emotional intelligence
• Proficiency with Shopify, Zendesk, Monday.com and/or similar programs
• Bonus points if you've had experience in start ups, ecommerce and omni-channel retail.

• A chance to grow with a rapidly expanding start up.
• Support for any course, conference or training that will help us mutually grow, ears and budget for any wild (but justifiable) ideas.
• An autonomous work environment where there is never a regular ‘days work’.
• Flexible work - we’re proud to say that we had WFH before WFH became a thing
• All the coffee/ tea/ beers/ kombucha you need.
• Free anniversary mattress and generous friend/family discounts.
• Monthly team events (prev. events have included the Australian open, cooking classes & escape rooms).
• A diverse culture and a bunch of really lovely people.

If you’ve managed to read this all the way through and have found yourself nodding along the way, then we’d love to see your application come through.

Cosiest,
Amanda

What’ll you’ll be doing

• Demonstrated inclusive and interpersonal attributes that connect you to our behaviours (we change the game, we own it, we step in, we are curious, we don’t take ourselves too seriously).
• Understand and share expertise in problem solving and solving them quickly.
• Develop and support solutions that deliver exceptional customer service.
• Demonstrate understanding, motivations and expertise in meeting KPIs.

Responsibilities will include but are not limited to:

• Liaising with customer to plan and implement agreed services
• Scheduling of appointments.
• Maintaining busy inboxes, with queries, appointments and non-appointment services
• Providing administrative and operational support to consultant practitioners
• Providing information and advice to customers, or prospective customers
• Undertaking other tasks assigned to the Client Services team, including reception duties,  dictation, invoicing and supporting the greater team in general.