Customer Service 2ic

2 weeks ago

Rosebery, Australia White Fox Boutique Full time

White Fox is a globally recognised fashion brand loved by babes and celebs worldwide.

Established in 2013 and based in Sydney, Australia, White Fox has quickly become the go-to online fashion destination and is continuing to take over wardrobes everywhere.

We are currently on the hunt for an experienced Customer Service Manager to join the White Fox fam.
Meet The Team: CLICK HERE

**Responsibilities**
- Assist in managing a team of 10 Customer Service Representatives and growing
- Train new hires and provide ongoing training & development for the team
- Reflect a deep understanding of the policies and procedures within the company
- Motivate the team to perform effectively and work towards reaching their KPIs
- Focus on customer satisfaction and ensuring agents are well trained, measuring customer satisfaction through different platforms and responding to customer feedback
- Assist in developing goals and reporting progress using KPIs. Providing this feedback to the Directors and to the team
- Being available as part of the management team as a contact for the team and ready to provide support for the team and other departments
- Problem solve any issues that may arise with the website or customer enquiries
- Relay customer feedback to relevant departments about product & onsite experiences
- Provide effective communication between different departments within the company
- Liaise with external partners such as DHL and Australia Post
- Assess any fraudulent orders and submit chargebacks when needed
- Provide monthly updates in Manager's Meetings when necessary

**Requirements**:

- Previous experience with Shopify Plus, Gorgias & Loop Returns highly regarded
- Strong customer service experience with people management experience
- Outstanding written and verbal communication skills
- Excellent leadership and interpersonal skills
- Ability to multitask and problem solve under pressure.

**Benefits**
- Fun & supportive culture
- Generous monthly clothing allowance + ongoing discounts
- Onsite gym + weekly yoga
- Fully stocked kitchen including fresh fruit and coffee

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