Seafolly are looking for a passionate **Customer Service Manager** to lead the Customer Service Team to provide exceptional customer service to enhance the overall Seafolly & JETS eCommerce experience and reduce customer friction
**You will**:
**Customer Experience**
- Be the escalation point for enquires from customers in an efficient, personalized and solution focused and customer-first manner.
- Developing and demonstrating an in-depth knowledge of products in order to effectively promote products and serve customers.
- Working towards exceeding customer needs and ensuring that there is a continual focus on achievement of set KPIs / SLAs.
**Voice of the Customer**
- Be the voice of the customer and work closely with all departments across the business to provide regular customer feedback to support decision-making.
- Providing key actionable insights from customer cases and reviews to the team and internal stakeholders.
- Reviewing and identifying process improvement initiatives to continuously improve customer experience by reducing customer friction and driving brand engagement.
- Efficient and effective communication with internal teams
**Leadership**
- Evaluate and improve internal workflows with a focus on process efficiency and improvement initiatives
- Maintain an in-depth understanding of industry trends and best-practices to continuously test and optimise performance
- Plan and allocate resources to ensure the department can meet business requirements during busy periods across different time zones
- Support, train and ensure an inclusive environment for our international & Australian CSR team
**You have**:
- Leadership skills with the ability to inspire a high-performance team
- Customer Service background, ideally in delivery of a product or services in a retail, apparel or online business
- Customer Centric Mindset
- Gorgias, Zen Desk or similar system experience ideal
- Excellent time management, priority setting skills with experience using Excel for basic spreadsheet maintenance
- Strong verbal and written communication skills
- Experienced at resolving conflict and problem solving
**We offer**:
- Generous employee discounts on Seafolly & JETS product
- Priority access to Seafolly & JETS sample sales
- Be part of an iconic Australian brand with ambitious vision and growth plans
- Located in Alexandria, enjoy the various surrounding amenities including Sydney's best coffee & gardens at the Grounds of Alexandria
- Bonus Birthday day off
- Dog friendly office environment