**Customer Service Manager - Booze and Barrels**
**Location**: Fyshwick, ACT 2609
**Employment Type**: Part-time (20-25 hours/week)
**Pay**: $26.52 - $32.63 per hour + 10% super
**Application Deadline**: 01/06/2025
We are seeking a highly motivated and experienced **Customer Service Manager** to lead our customer support operations at Booze and Barrels. This role is ideal for a proactive individual with a passion for customer experience, team leadership, and problem-solving. As the face of our customer interaction, you'll oversee customer service delivery, handle escalations, and work closely with sales and marketing teams to ensure a premium experience across all touchpoints.
**Duties and Responsibilities**
- Lead and manage day-to-day customer service operations, ensuring timely and professional communication.
- Develop and implement customer service policies, procedures, and standards in line with company objectives and local alcohol service laws.
- Train and mentor team members on service excellence, product knowledge, and upselling techniques.
- Handle escalated inquiries, complaints, refunds, and after-sales service issues professionally and promptly.
- Collaborate with fulfillment, design, and marketing teams to improve the end-to-end customer journey.
- Monitor and respond to online reviews and social media mentions to protect and enhance the brand's reputation.
- Stay up-to-date on new product launches, customisation options, promotions, and stock availability.
- Use customer insights to inform business decisions and improve satisfaction.
**About You**
- You are a confident communicator with strong leadership skills and a customer-first mindset.
- You can manage a small team, adapt to fast-paced e-commerce operations, and use initiative to resolve issues.
- You're organised, tech-savvy, and capable of managing multiple support channels and systems simultaneously.
**Essential Selection Criteria**
- Experience in customer service, preferably in e-commerce, retail, or alcohol-related industries.
- Excellent written and verbal communication skills.
- Strong interpersonal and conflict resolution abilities.
- Proven leadership or supervisory experience.
- Familiarity with CRM systems, order management tools, or helpdesk software.
- Ability to work independently and collaboratively in a small team environment.
- High attention to detail and a proactive approach to continuous improvement.
**Desirable**
- Knowledge of Shopify, Klaviyo, or customer service integrations.
- Experience with order logistics or inventory systems.
- Creative problem-solving and decision-making capabilities.
- Understanding of social media and online review platforms.
**Work Schedule**
- Morning,Afternoon and day shifts, 3-4 days per week, on-site in Fyshwick, ACT.
**To Apply**
**Work Authorisation**: Must be legally eligible to work in Australia
**Work Location**: In person - Fyshwick, ACT 2609
**Application Deadline**: 01/06/2025
**Job Types**: Part-time, Casual
Pay: $26.00 - $31.00 per hour
Expected hours: 20 - 24 per week
**Benefits**:
- Employee discount
- Work from home
Schedule:
- 8 hour shift
- Afternoon shift
- Morning shift
Work Authorisation:
- Australia (required)
Work Location: In person
Application Deadline: 01/06/2025
Expected Start Date: 01/06/2025