Customer Service Manager

2 weeks ago

Greater Adelaide SA, Australia Ryderwear Full time
Posted: 07/02/2024

Closing Date: 05/03/2024

Job Type:
Permanent - Full Time

Location:
Adelaide

Job Category:
Customer Service


South Australian born & bred, Ryderwear is proudly one of the leading functional gym wear & shoe brands in Australia.

Established in 2009, Ryderwear has since grown to be a globally recognised online retailer.

Our mission is to inspire people to live their best life through fitness. We do this by providing inspiration, encouragement and motivational activewear. We do what we do because we want to make a positive impact on the world.

Our staff are passionate and work together as a team to deliver on our mission and take everything we do to the next level.


PURPOSE OF ROLE:

The Customer Service Team Lead at Ryderwear will be instrumental in delivering best-in-class customer service.

The Team Lead will be responsible for enhancing customer experience and operational efficiencies through effective team management and utilisation of customer service software like Zendesk.


MAIN DUTIES/RESPONSIBILITIES:

  • Lead and manage the Ryderwear Team of customer experience consultants, providing coaching, support, and development.
  • Act as the escalation point for complex customer investigations and complaints.
  • Assess and optimize standard operating procedures and workflows to improve customer service efficiency and effectiveness.
  • Provide backup support to the Customer Experience Team as required.
  • Serve as the key liaison between Ryderwear Customers and Ryderwear HQ.
  • Monitor and drive exceptional team performance, resulting in positive NPS and Trustpilot reviews.
  • Investigate and resolve customer service issues and complaints promptly.
  • Optimize website visual merchandising, functionality, and user experience.
  • Collaborate with stakeholders in marketing, customer service, and logistics to implement changes, and drive growth.
  • Ensure comprehensive backend followup for every purchase.

SKILLS & EXPERIENCE

Experience:

  • Minimum of 2 years' experience in a leadership role within a retail ecommerce environment.
  • Proven experience in managing a customer service team.
  • Proficiency in using customer service software like Zendesk or equivalent for managing tickets and Shopify
  • Demonstrated experience in optimizing customer experience and operational tasks to improve team efficiencies.

Skills:

  • Strong ability to communicate processes, procedures, and customer journeys effectively.
  • Keen attention to detail.
  • Proficient in managing competing priorities and diverse stakeholders.
  • Collaborative and effective managerial skills.
  • Selfstarter attitude with a drive to excel in targets.
  • Ability to lead by example and hold the team accountable.
  • Excellent communication skills, with the ability to confidently present data.
  • Innovative thinking in enhancing customer experience and operational practices.

WHY WORK FOR US

  • Be part of a GREAT team
  • Welcome voucher to start you on your Ryderwear clothing addiction
  • Staff discounts
  • Gym membership
  • Passionate, collaborative, dynamic team
  • Onsite parking
  • Birthday vouchers
  • And best of all you can wear activewear to work every day

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