Job Category: Ecommerce,Retail,Retail Operations,Warehouse
Dymocks Retail is a nationally recognised multi-channel retail brand with over 40 locally owned and operated stores across Australia. The largest bookselling network in Australia, we pride ourselves on providing the best experience for our customers through our extensive range of books, gifts, and stationery.
Job Description
We are looking for an energetic and enthusiastic individual, with a minimum of 3 years supervisory experience in a similar field, to manage the day-to-day operations of the Dymocks Online Customer Service Team and deliver exceptional customer service.
Your responsibilities and daily tasks as the Customer Support Supervisor will require you to:
Prioritise, assign, evaluate and supervise the work of all the customer support team members
Coach and guide for performance improvement and development
Direct and oversee the training of new team members
Motivate and support team members through feedback and communication
Measure and communicate KPI's to the teams
Assist in general tasks of the Online Operation
Prepareand communicate reports
Developobjectives, goals and planning
Report and meet with the Warehouse and Website fulfilment Manager
Assist and be involvedin development and testing of retail and online systems
Desired Skills and Experience
Qualities and skills of the successful applicant include:
Team player with Customer Support Supervisory experience
Familiarity with CRM applications – Zendesk, Freshdesk, loyalty programs etc.
Extensive Knowledge of Customer Service procedures and principles
Passionate about meeting customer needs and provide the best levels of service to every customer
Ability to resolve Customer complaints and issues whilst maintaining a professional and calm self
High level written and verbal communication skills, email, phone etc.
Good knowledge of Microsoft Excel and Word applications
Have the ability to multi-task across many channels
Able to work quickly and accurately and with high attention to detail
Organisation, time management and planning skills areessential
If you have the drive, passion and willingness to achieve instrumental results, then apply now
Privacy
By applying for employment with Dymocks you consent to the collection and use of your personal information for the purpose of assessing your suitability for employment. Any personal information collected from you will be dealt with in accordance with Dymocks' privacy policy which is accessible at: hc/en-us/articles/************-Privacy-Policy
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