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!

KEY RESPONSIBILITIES

  • 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

WHO WE'RE LOOKING FOR:

  • 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

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!

KEY RESPONSIBILITIES

  • 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

WHO WE'RE LOOKING FOR:

  • 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