Customer Care Manage

We’ve been trusted to serve Aussie communities since 1914 and grown to become a top 30-listed on the ASX with 120,000 team members and a portfolio of iconic brands. At Coles Group, you’ll not only get to make a difference to millions of Aussie lives—you’ll also get to see your impact.

**Customer Service Manager (122960)**:
Swaggle is Australia’s happiest online pet store. We exist to deliver pet happiness to every doorstep with a wide-range of Australia's leading brands, personalised product suggestions and free vet advice when you create a pet profile. Our mission is to guide you through your pet parenting journey and help every pet find their Swaggle

At Swaggle, we're more than just a store; we're a community of passionate pet lovers committed to making pet care easy and enjoyable.

What is a Swaggle?
Swaggle is defined as the exact moment your pet displays happiness through joyful movement.

**About the Team**:
This is a unique opportunity to become part of an ASX 50-backed joint venture with Coles. All the benefits and budget of one of Australia’s largest retailers but culture of a startup, this is an opportunity to join us in shaping the future of pet retail for the better and finding more ways to care and spoil our pets. We’re not winning till your pets grinning.

**About the Role**:
As a Customer Service Specialist, you will play a key role in enhancing the efficiency and effectiveness of our customer service operations. This role involves working closely with both the Head of Customer Service and Leaders across the Swaggle business to develop, refine, and implement processes that improve frontline service delivery.

You will be instrumental in translating strategic objectives into actionable plans, ensuring that our customer service team is well-equipped and motivated to deliver exceptional service.
You will be working closely with Swaggle team stakeholders, providing SME support to process development, and the implementation of business initiatives into the contact centre. You will be required to monitor and analyse key performance indicators (KPIs) to identify trends and areas for improvement and provide actionable insights to the Head of Customer Service and Team Leaders.

As part of the leadership team, you will work with Coles New Ventures Leadership team, reporting to the Head of Customer, sharing insights across the group. You will also be required to assist in the development of strategic plans and take a hands-on role in their implementation, ensuring alignment with overall business objectives.

You will serve as a key communication link between the Head of Customer Service and Probe frontline team, ensuring that both sides are aligned and informed about operational changes and challenges. This includes working closely with the Probe Contact Centre team, TL, Campaign Manager/Site Management on campaign performance, processes and strategies.

You will provide CRM Support and offer suggestions to customise our CRM (Gorgias) with Tags, Macros, and design agent processes to set our people up for success. This includes contributing to the development and maintenance of content for the contact centre, developing CS processes and putting together training briefs for new initiatives.

**About you and your skills**:

- Proven experience in a call centre or customer service environment, with a strong understanding of operations and process development
- Excellent analytical and problem-solving skills.
- 3+ years expeirence
- Ability to work collaboratively across teams and with varying levels of management.
- Utilising a Customer Relationship Management tool such as Salesforce, Zendesk, Gorgias
- Managed workload to outcomes - Key Performance Indicators such as Grade of Service, Average Handle Time, CSAT
- Developing customer engagement workflows, solving customer problems through process enhancement
- Strong Communicator - Able to influence both internal and external stakeholders

If you're passionate about pets and have the skills and experience we're looking for, we'd love to hear from you. Join us at Swaggle, where you can contribute to a company that's making a real difference in the world of pet care.

With us it’s not about the discounts (although you do get those), it’s about joining a team where your wellbeing and professional development is our investment and celebrating your contributions is the norm. And because everyone leads unique lives, we offer flexible work, additional leave and parental leave entitlements.

Job ID: 122960

Employment Type: Full time

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