Customer Service Team Lead

3 days ago

Cremorne, Australia Decjuba Full time

JOB TYPE: Full Time
- LOCATION: Cremorne, VIC, AU, 3121

**ABOUT US**

At DECJUBA we’re all about effortless, edgy fashion to make you look and feel #AMAZING.

Relaunched by Tania Austin in 2008, DECJUBA has become a leading retailer in Australia and New Zealand, growing our store footprint from just five stores into 140+ stores and two online sites.
We have a strong focus on innovation and are dedicated to pushing ourselves to be better than yesterdaywe are our own competition

We are passionate about our #DREAMTEAM and are committed to continuous learning and development to set our team up for success

**ABOUT DECJUBA**:
We’re a leading Australian fashion retailer driven by our purpose to embrace our fearlessness and empower women. Bold, innovative, and grounded in our values, we’ve grown to over 140+ stores across Australia and New Zealand, powered by a passionate team who bring energy and authenticity to everything we do.

At DECJUBA, we do more than just sell clothes - we create an experience, build a community, and champion confidence through style.

**THE OPPORTUNITY**

**KEY RESPONSIBILITIES**
- Lead and coach the team in the day-to-day to deliver consistently amazing customer experiences across all channels.
- Manage escalations, store queries, and complex customer issues with empathy and professionalism.
- Set daily priorities and goals, supporting the team to meet and exceed KPIs across service quality, CSAT, and resolution times.
- Partner with the Customer Service Manager to implement new processes, systems, and automation tools that enhance efficiency and customer experience.
- Maintain a strong feedback loop, representing the voice of both customers and the team.
- Contribute to reporting on team performance and channel insights.
- Foster a positive and inclusive team culture, encouraging continuous learning, resilience, and growth.

**ABOUT YOU**
- Proven leadership experience in customer service (retail/eCommerce or similar).
- Strong coaching and mentoring skills, with the ability to motivate and inspire teams to achieve goals.
- Hands-on approach to supporting both customers and staff.
- Excellent communication skills with the ability to build trust across teams and stakeholders.
- Proficiency in CX platforms (Gorgias, Shopify, CRM tools) with an interest in emerging technology and automation.
- Organised, solutions-focused, and resilient, with a genuine passion for creating AMAZING customer experiences.

**WHY YOU’LL LOVE WORKING WITH US**:

- A culture that’s fast-paced, collaborative, and unapologetically bold
- Access to amazing team perks - including 50% team discount and retail incentives
- Ongoing development through dedicated learning platforms + leadership programs
- Regular team events, recognition and an environment where ideas are heard and encouraged
- Work with a supportive team where your growth and wellbeing matter

Ready to lead with purpose and deliver next-level customer experiences?

Our #DREAMTEAM deeply value and celebrate individuals of all ages, abilities, genders, cultures, and lifestyles. We are dedicated to fostering inclusivity, diversity, and a genuine sense of belonging for everyone.

Don’t wait, to start your DECJUBA journey

DECJUBA are a 2023 Circle Back Initiative Employer meaning we commit to respond to every applicant.

LI-DNI

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