CUSTOMER SERVICE MANAGER

COOLUM BEACH, QLD // EXOTICA HQ - CUSTOMER SERVICE - FULL TIME

YOUR OPPORTUNITY TO BE THE FACE OF A GROWING TEAM!

CUSTOMER SERVICE OR 'THE GIRLS' (AS WE CALL THEM!) THESE GIRLS DO IT ALL...

(AND WITH A SMILE OF COURSE!!!)

IF YOU HAVE A CAN DO ATTITUDE AND LIKE TO MAKE PEOPLE HAPPY, WE WANT YOU!

MANAGE AND TRAIN CUSTOMER SERVICE AND RETURNS TEAMS, ENSURING EMPLOYEES ENGAGEMENT AND COLLABORATION
INTERACT WITH CUSTOMERS ON A DAILY BASIS VIA DIFFERENT PLATFORMS, SUCH AS EMAIL, SOCIAL MEDIA, FAIR TRADE, ACCC COMPLAINTS, AND PHONE CALLS
RESPOND TO CUSTOMERS INQUIRIES AND GUIDE THEM TO THE APPROPRIATE SERVICE
OVERSEE AND MANAGE ALL SOCIAL COMMENTS AND RESPONSE
SET REASONABLE CUSTOMER SATISFACTION GOALS AND WORK WITH THE TEAM TOWARDS ACHIEVING AND EXCEEDING ALL DEFINED KPI’S
SOLVE ANY BACK END ISSUES WITH SYSTEMS SUCH AS ZENDESK, PEOPLEVOX AND SHOPIFY RELATED TO CUSTOMER SERVICE
GENERATE REPORTS FOR CUSTOMER SERVICE AND FOR RETURNS DEPARTMENTS
DEVELOP, IMPLEMENT AND ENFORCE BRAND GUIDELINES
CONTINUALLY WORK ON NEW IDEAS AND PROCEDURES TO IMPROVE EFFICIENCY
ENSURE DEADLINES ARE MET ACROSS THE TEAM
COLLABORATE WITH OTHER TEAM LEADERS TO ENSURE SMOOTH DAY TO DAY OPERATIONS
CREATE ROSTERS, APPROVE PAYSLIPS AND MANAGE LEAVE REQUESTS

3+ YEARS’ SUPERVISORY EXPERIENCE & AN EXTENSIVE E-COMMERCE BACKGROUND
SALES SUPPORT KNOWLEDGE/EXPERIENCE
SOCIAL MEDIA KNOWLEDGE
KNOWLEDGE AND EXPERIENCE USING: WORD AND EXCEL, GOOGLE DOCS, ZENDESK, PEOPLE VOX, SHOPIFY & PAYPAL
ABILITY TO TRANSLATE YOUR SKILLS TO OTHER EMPLOYEES THROUGH TRAINING AND MENTORING
EXCELLENT VERBAL AND WRITTEN COMMUNICATION SKILLS
EXCELLENT PROJECT MANAGEMENT AND ORGANISATIONAL SKILLS

EXOTICA PERKS:

70% OFF STORE-WIDE
FORTNIGHTLY PAY
OPPORTUNITY TO BE PART OF OUR RAPID EXPANSION
WORKING WITH A SMALL TEAM – GAINING MASSIVE EXPOSURE TO A FAST PACED ECOMMERCE BUSINESS
PERSONAL GROWTH AND LEARNING OPPORTUNITIES

IF YOU BELIEVE YOU HAVE WHAT IT TAKES TO JOIN OUR SUCCESSFUL TEAM PLEASE FORWARD YOUR RESUME TO HR AT HR@EXOTICATHLETICA.COM.AU