Girls with Gems (GWG) is an Australian high-end women's fashion boutique, featuring premium local and international brands. Founded in 2012 by a mother-daughter duo, the girls started selling jewellery from their home but the business has now become leading Australian fashion brand and a one-stop destination for all women's fashion needs.
Role Description
We're looking for a proactive and solutions-driven
Customer Service Manager
to lead our team in delivering exceptional customer experiences across all digital touchpoints. This role is pivotal in ensuring smooth daily operations, managing inquiries with professionalism and empathy, and driving revenue through strategic upselling. If you thrive in a fast-paced fashion environment and can think critically under pressure, we want to hear from you.
Key Responsibilities
Lead and mentor the Customer Service team to consistently deliver prompt, empathetic, and brand-aligned support.
Manage complex and escalated queries with sound judgment and calm under pressure.
Collaborate closely with the Warehouse & Logistics teams to resolve order discrepancies, track fulfilment, and address urgent shipment issues.
Identify and capitalise on upselling opportunities during customer interactions via phone and online platforms.
Review daily order exceptions and proactively troubleshoot issues such asmissing items, or inventory mismatches etc
Prioritise workload to meet daily service benchmarks and e-commerce shipping cutoffs.
Monitor CS-related KPIs, customer satisfaction data, and feedback trends to recommend process improvements.
Requirements
Minimum 3 years' experience in a customer-facing leadership role, preferably within e-commerce or fashion retail.
Must be able to work from our office, Monday to Friday.
Proven ability to thrive in a dynamic, fast-paced environment with changing priorities.
Strong critical thinking and decision-making skills under time constraints especiallyduring high volume/sale periods
Experience using e-commerce platforms Gorgias, POST CO, Starshipit and Shopify or similar.
Polished phone manner and ability to communicate clearly and confidently
Demonstrated ability to resolve issues independently and escalate when required.
Confident in establishing efficient customer service processes, introducing fresh industry insights, and delivering engaging training to onboard and upskill team members
Knowledge of Shopify Plus, Gorgias and Starshipit.
Familiarity with warehouse dispatch and 3PL operations.
Nice to Have
Passion for fashion and understanding of customer experience trends in the industry.
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Industries
Retail
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