Add expected salary to your profile for insightsAs the eCommerce Customer Service Team Leader, you will lead, coach, and develop a small team to provide exceptional customer service across our branded sites.
You will assist customers via phone, email, and live chat, ensuring a best-in-class customer experience that aligns with our brands in every interaction.You will support Customer Service team members with ongoing development and training, while acting as an escalation point when required.
You will work closely with the Customer Care Lead to identify and improve operational efficiencies that enhance the overall consumer experience.
You will be the expert across the digital suite of tools and play an active role in utilising AI to drive the eCommerce Customer Service function forward.Key responsibilities of the role include:Assist customers via phone, email, and chat in a timely and polite manner, providing top-tier service to fulfill their needs.Resolve daily customer queries such as returns, warranty, fraud review, chargebacks, and website administrative functions.Identify and report on website issues, orders, returns, delivery status, exchanges, in-store returns, Click & Collect queries, and other customer service tasks as assigned.Assert excellence in omni-channel customer service, extending from thorough product knowledge, website navigation, and in-store retail operational awareness.Listen to customer issues and questions and provide meaningful solutions, including self-service options.Support the Customer Care Lead in identifying and executing customer experience improvement projects.Coordinate and optimize regular reporting and analysis on all customer service initiatives.Troubleshoot and own issue resolution through to completion, documenting issues and raising them with appropriate teams to drive improvements.Stay informed of customer service best practices, demonstrate and apply service innovation, and become a thought-leader in customer experience strategy.Work closely with each brand, sales, content, marketing, warehouse, and IT teams to ensure a seamless, best-in-class customer service experience across all brands.Manage and develop the eCommerce Customer Service team to ensure business KPIs are achieved.WHO ARE WE LOOKING FOR?At least 3 years' experience in a Customer Service role, preferably as a Team LeaderThorough understanding of customer service-related concepts.Awareness of Digital Commerce and warehouse distribution fundamentals.Ability to work successfully with cross-functional teams.Proven Excel, PowerPoint, and Word skills.Basic analytical skills.THE REWARDThis is a business like no other.
We live and breathe the lifestyle that our brands represent, we wear the product to the office and work with like-minded people who are passionate about what they do.
We work hard but also take time out as a team at our regular staff events, including the infamous annual staff surf day!
We also provide:Generous clothing and product discountsMentoring from an experienced team of subject matter expertsA great work/life balance and unique working environmentModern office with on-site café and free parkingABOUT USLiberated Brands awakens the spirit of freedom and adventure by connecting boardriders around the world.
We are the world's leading action sports and lifestyle company with a portfolio of brands.
We're a team of like-minded souls protecting what we love.
The smell of the ocean.
The sounds of the city you know so well.
The perfect slope.
The perfect wave.
The perfect game.
Ultimate freedom.
We lead with integrity and passion, we build an inclusive community, we protect our playgrounds and we play to win.We proudly represent iconic Australian brands like Billabong, Roxy, and Quiksilver, alongside a dynamic portfolio including Captain Fin, DC Shoes, Element, Kustom, Kirra Surf, RVCA, Surf Dive n Ski, Spyder, Volcom, VonZipper, and Amazon Surf.APPLY TODAY!If you are passionate about our group of brands and the lifestyle we represent, APPLY NOW!We thank everyone in advance for their application.
Only those selected for an interview will be contacted within a 4-week period.How do your skills match this job?How do your skills match this job?Sign in and update your profile to get insights.Your application will include the following questions:How many years' experience do you have as a Customer Service Team Leader?
Which of the following statements best describes your right to work in Australia?
What's your expected annual base salary?
Which of the following Microsoft Office products are you experienced with?
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Which of the following Customer Relationship Management (CRM) systems do you have experience using?
Why do you want to join Liberated Brands in this role?
Tell us about your experience of digital commerce and warehouse distribution fundamentals.
Have you previously worked for Liberated Brands (including Boardriders, Volcom, Billabong, Roxy, Quiksilver, Amazon & Surf Dive & Ski)?Retail & Consumer Products 1,001-5,000 employeesLiberated Brands is a global leader in the sport, outdoor, and lifestyle apparel industry, connecting with consumers through a relentless focus on brand cultivation, sports marketing, and immersive storytelling.
Our products are sold in more than 100 countries through select department and specialty stores, in over 400 of our company-owned and operated retail stores and select online stores.
In Australia, our portfolio of brands includes Billabong, Quiksilver, Volcom, Roxy, DC Shoes, Element, Spyder, Captain Fin, VonZipper and Kustom.
Our company owned retail stores include Surf Dive 'n' Ski, Billabong, Quiksilver, Roxy, Volcom and Boardriders stores.Liberated Brands is a global leader in the sport, outdoor, and lifestyle apparel industry, connecting with consumers through a relentless focus on brand cultivation, sports marketing, and immersive storytelling.
Our products are sold in more than 100 countries through select department and specialty stores, in over 400 of our company-owned and operated retail stores and select online stores.
In Australia, our portfolio of brands includes Billabong, Quiksilver, Volcom, Roxy, DC Shoes, Element, Spyder, Captain Fin, VonZipper and Kustom.
Our company owned retail stores include Surf Dive 'n' Ski, Billabong, Quiksilver, Roxy, Volcom and Boardriders stores.To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.Featured jobsMedical Secretary / Practice ManagerSouthport, Gold Coast QLD9d agoPractice Manager10d agoMedical Administration - WFHAltura Health Pty Ltd.5d agoWhat can I earn as a Customer Service Team Leader
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