Customer Service Team Lead

3 days ago

Rosebery, Australia ksubi Full time

Support in driving Ksubi's Customer Service globally
- Bring your passion to a highly motivated culture
- Iconic Australian brand with international reach

Founded in 1999, Ksubi has evolved into one of the world’s most recognisable and revered. With seven marquee retail stores in London, New York, Miami, Chicago, Los Angeles, Sydney and soon to open Melbourne, the brand has undergone a successful renaissance hanging in the finest stores and celebrity wardrobes around the world.

We are continuing to build our high-performing team based in Sydney, Australia, that has collaboration, transparency and an innovative mindset at the heart of everything we do. We want you to join us on the journey, as we take Ksubi to the next level globally.

This position is situated in reception of the office, you are the first point of contact for walk-ins that come through the Ksubi Head Office.

**A Day in the Life**
- Ensure Ksubi returns and exchanges are processed within the promised timeframe
- Process payments and manage payment gateways
- Working closely with IT, the warehouse and Logistics team to follow up and ensure all orders are dispatched within Ksubi's fulfillment promise
- Review orders flagged as fraud and contact customers to complete identity and payment type verification to complete their checkout process, escalating to your line manager where advised
- Manage payment disputes raised by our payment gateways and provide all relevant evidence
- Greeting guests as they arrive at Ksubi HQ, keeping front of house presentable and accept incoming deliveries (outgoings are managed within departments)

This is you if you have
- Customer support experience in a similar role is essential
- AP21 experience would be a huge plus
- Familiarity with Customer Relationship Management Software (e.g. Gorgias, Shopify, Paypal, Forter/Braintree)
- Excellent analytical, problem solving and organisational skills
- Clear and concise communication skills
- Highly organised and solutions focussed
- Self-sufficient and able to work to deadlines
- Strong attention to detail and high level of output
- Proficiency in Microsoft Office Suite (Word, Outlook, Excel)
- Experience in Retail or FMCG environment, highly regarded

**A few of our benefits**
- Culture focused on wellbeing, innovation and growth
- Merchandise benefits and generous salary
- Additional ‘K’ Days (days off) per year
- Highly-creative and socially connected team environment
- This is a 12 month Parental Leave contract cover role based full time in the Rosebery Ksubi office._

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