Customer Care Lead 2ic

3 weeks ago

Alexandria, Australia Camilla Full time

Our customer service model forms the beating heart of CAMILLA and our Customer Care Liaisons are our biggest ambassadors. They are at the front line supporting our Online and Retail channels with anything and everything that get’s thrown at them If you are a quick-thinker with a passion for luxury fashion and amazing customer service, this might be the perfect role for you.

**So, what is a day in the life of a Customer Care Lead 2IC?**
- Deliver a customer experience that is consistent across all channels of the Camilla business.
- Regularly review and recommend opportunities to improve processes that ensure our tribes approach to customer care is aligned to our omni channel initiatives.
- Be a pro-active problem solver, offering angelic customer service.
- Meet/exceed all set SLA’s/KPIs for customer contact.
- In conjunction with the Customer Care Team Lead, assess and where required redefine the customer care SLA and KPI structure.
- Ensure adequate and regular training and development exists so that all new and current team members can achieve their SLA/KPIs and deliver a superior standard of customer service.
- Recommend opportunities to improve processes and efficiencies with Customer Care Team Lead
- Look for ways to improve the current processes and ensure our customer care approach is always aligned to the CAMILLA values.

**What are we looking for in our new CC Lead Angel?**
- A genuine love of everything customer service
- A passion and understanding of the CAMILLA brand and aesthetic.
- Similar customer care background in a premium fashion retailer (online or retail)
- Leadership experience - guiding, training, and developing a stellar team.
- A problem solver who doesn't shy away from difficult situations.
- Experience using customer service software e.g., Zendesk / Shopify will be preferred.
- Proficiency in Microsoft Suite preferred.

**In return, CAMILLA offers some pretty amazing perks**
- Competitive remuneration and benefits package
- A Health and Wellbeing offering including yoga, boxing and meditation
- Work place flexibility - we have a hybrid model to give you the support you need to help balance your career with the things that matter to you
- Paid Parental Leave
- Paid Volunteer Day Off
- Employee Assistance - free and confidential counselling service for all employees
- Stunning Head Office located in Alexandria, Sydney
- Flexible work practices
- End of Month Birthday Drinks and Quarterly Angel Awards with epic prizes
- Pet friendly office
- A strong focus on personal and professional development
- Discounts and Uniform Allowances that will have you head to toe in CAMILLA

With love xx
- At CAMILLA, you are seen for your heart, soul, talent, abilities, quirks, authenticity, drive, and individuality._
- We will adjust our recruitment process to support accessibility needs_
- Equality will know no boundaries within our walls and wherever we go._

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