Customer Service

Hypop is a Sydney-based (Alexandria) online retailer of photography equipment. We offer complete lighting, video and studio solutions to a range of corporate, business, education, government and end-user customers including social media influencers.

**The job**

We're looking for a Full Time Customer Service & Sales Manager with in-depth technical knowledge of photo and video lighting and equipment, who loves to help others, someone who can deal with challenging situations, and is comfortable working in a small team which also includes our dog Kenji (Shiba Inu), as well as someone who first and foremost has a strong passion for the photography industry, our brand and our customers.

We will be selecting people based on the following character strengths that align with HYPOP:

- I can multitask
- I have experience in a similar role
- I have in-depth technical knowledge of photo and video lighting and equipment
- I am comfortable providing photo and video advice and recommendations to customers and troubleshooting technical issues
- I want the best for the customer
- I love photography and am excited about new trends
- I am genuinely passionate about helping people
- I love tackling tasks head on
- I strive for continuous improvement and ongoing learning
- I love being part of a team that works together to achieve goals
- I love getting to know people and making them feel welcome
- I am determined, focused and persistent with achieving my goals
- I am a glass half full kind of person and can bounce back from adversity
- I work with integrity and do what’s right
- I have experience handling issues and enquiries that require escalation
- I am comfortable working with a dog in the office

**Your responsibilities will include**:

- Driving Hypop’s sales strategy and ensuring your team (local and offshore) is meeting weekly and monthly target
- Closely monitoring website/omnichannel sales and conversion rate to achieve daily, weekly, monthly, and yearly targets - acknowledging outstanding results and identify any areas of missed opportunity (Hypop, Spectrum, Gariz & Hypop Studio)
- Strategically working with leadership to develop and implement strategies to improve processes, procedures, and productivity in customer service
- Revise and instil Hypop’s mission statement and company value to the team
- Assisting with the on-boarding and training of new team member
- Providing advice on customer scenarios to the team, 'workshopping' solutions and building their confidence by developing their problem-solving knowledge
- Act as the main point for customer escalations
- Provide customer service when required via showroom, phone calls or online chat
- Enforcing company policies and procedure
- Identifying trends and suggesting improvement
- Lead, influence and motivate the Hypop Team with sale progress (e.g., via Slack, in person, Asana)
- Create a positive and high-performance culture through leading by example, mentoring and coaching all customer service team members achieve optimal results in KPI’s
- Conduct team huddles first thing in the morning
- Oversee the team’s workload to ensure all requests are actioned in a timely manner including KPI’s and distributed equally between team members
- Effectively manage staff rostering of CS staff
- Proactively ensure backorders are under control and invoices regularly followed-up
- Conduct weekly showroom and customer service audits, create a report, and present this monthly to the directors

**What's in it for you?**
- Diverse role working in both retail and part of a growing online store
- Staff discounts
- Team and social experiences
- Please do not visit or phone our office. Successful applicants will be contacted for an interview

Schedule:

- Monday to Friday

Application Question(s):

- Do you have experience as a sales or customer service manager role or similar?
- What's your expected annual base salary?
- How much notice do you need for your current job?