Online Customer Service Team Leader 

 

The Client: 

Our Client is an Australian Menswear brand that sits in the apparel & fashion sector. With an ecommerce platform and 60 retail locations across Australia, they are one of the leaders in quality menswear and tailoring.

 

The Role: 

In this role you will lead a small customer service team with all online enquiries or complaints across multiple platforms. You will provide leadership and guidance to the customer service team, managing the customer feedback process and ensuring top line quality service is provided at all times, whilst supporting the Customer Service Manager in the implementation of world class customer centric strategies.

 

Responsibilities:

  • Build and maintain profitable relationships with customers.
  • Support driving a culture that enhances the Customer experience at every point of the Customer’s journey.
  • Managing and mentoring the Customer Service team.
  • Support team to service and resolve any customer or retail team queries and provide ongoing training where required.
  • Resolving Customer complaints efficiently in timely manner.
  • In collaboration with Customer Relationship Manager, Retail, IT, Marketing and Ecommerce teams, develop best practice customer experience strategies.
  • Support Customer Relationship Manager with project management and collaboration with business leaders and key stakeholders to create, implement and drive customer-centric solutions (Omneo, Emarsys, Zendesk).
  • Collaborate with Ecommerce team to support CRM journey from an Omni operation point of view.

 

Skills & Experience:

  • 3-5 years experience in a similar role, within the fashion or retail industry.
  • Excellent interpersonal and communication skills.
  • A customer first attitude and a strong sense of empathy.
  • Ability to manage up in an efficient and timely manner.
  • Excellent problem solving abilities.
  • Knowledge of online marketing methods and best practices.
  • Superior product knowledge in either men’s apparel or tailoring.
  • MS Office Skills, Zen Desk or similar.

 

If this role sounds like your next career step, please submit your resume here, or for any questions or queries please send them to gemma@perfectlyplaced.com.au