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Head of Customer Happiness

2 weeks ago

Ultimo, Australia EHP HOLDINGS PTY LTD Full time

**About the role**
- Customer satisfaction: working closely with the team to ensure first-class customer service and sales conversion of website visitors into customers
- Set performance targets and KPIs for the team and ensure that weekly targets are achieved
- Work with the team leaders and the broader EHP team to ensure communication about campaigns, new product launches, website updates and any other issues related to customer service.
- Mentor Customer Service team and empower each team member to upsell and use their extensive product knowledge to provide excellent customer service
- Use Gorgias Customer Management System, Shopify Platform and the relevant warehouse management systems to investigate customer order history and make updates to customer information and deliveries as required.
- Team management: rostering, training and day-to-day management of a team of online customer service and sales representatives
- Provide weekly and monthly reporting on team and individual performance and customer insights and pain points.
- Identify areas to improve overall customer experience and sales effectiveness offering across channels
- Act as a point of escalation for any customer related issues

**About you**
- You are a pleaser by nature, and love to make people feel happy
- 2-3 years of experience leading an online customer service and sales team, with experience across a range of online service channels including social media and live chat
- Exceptional written communication skills; with the ability to provide clear and concise information
- Excellent time management skills and the ability to multitask
- Expertise with AI and automation and customer service SAAS platforms
- Experience with Gorgias, Zendesk or Desk.Com would be an advantage
- You have a high attention to detail with excellent problem solving skills.

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**About Us**

At EHP Holdings we are about leading health and fitness through our ethos of ‘we rise by lifting others’. Our prefix 'EHP' stands for 'Empowered Human Potential' as we believe in empowering our community with the tools and vital information to make better-informed decisions leading to healthier, happier lifestyles.

Since our launch in 2012 we are proud to have positively impacted millions of people's lives through our industry-leading fitness supplements as well as our high-impact marketing through digital channels.

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**Benefits of working for EHP Holdings**
- Corporate Gym Membership
- Fun, supportive family culture
- Competitive salary
- Discounted supplements and protein bars
- Did we mention office dogs?

**Job Types**: Full-time, Permanent

**Benefits**:

- Employee discount
- Gym membership
- Professional development assistance

Schedule:

- Monday to Friday

Work Authorisation:

- Australia (preferred)