Customer Care Team Leader

2 weeks ago

Sydney, Australia APG & Co. Full time

50% discount off all 3 brands
- Flexible WFH opportunities
- Birthday leave

**APG & Co**

As a custodian for Australian fashion, our role is to celebrate our heritage and to allow our brands to express themselves in contemporary, relevant and authentic ways. We are proud of our achievements to date and relentlessly strive for continual success in the future.

We have an unwavering commitment to design and quality across all aspects of our business. This commitment, when coupled with our creativity and passion allows us to bring great brands to life in engaging and surprising ways.

**The Role**

Your role as a Customer Care Team Leader is to supervise, develop and inspire your team. You will be the first point of contact for escalations and responsible for closing the feedback loop on all customer pain-points. You will lead the team to exceed KPIs through coaching and training; monitoring and managing schedules, ticket assignment and tasks at all levels. Ultimately, you will lead by example and embody our company values.

**Roster**
- 38 hours, 9 AM - 5 PM, Monday to Friday
- We are closed on Public Holidays

**Key Responsibilities**
- Be the first point of contact for customer escalations and team support
- Provide ongoing leadership support to ensure KPIs and service standards are met
- Monitor and manage ticket queues, tasks and schedules; and support the team where necessary to serve our customers
- Accurately lodge, analyse and report customer enquiries and issues
- Assess goods for quality assurance and come to the best resolution for the customer and brand
- Support our store and head office teams with a range of customer service tasks, including general support, as required

**To be successful in the role you will -**
- Have at least one year experience leading a team, preferably in the retail sector
- Be a leader who is patient, encouraging and leads by example
- Have strong problem-solving skills and attention to detail
- Be reliable, dedicated and truly committed to customer service
- Have friendly, professional and clear verbal and written communication skills
- Be motivated to reach KPIs by delighting our customers with exceptional service
- Have a positive, can-do attitude and the desire to make every customer happy

**Perks**
- Up to 50% off our Brands
- Birthday leave
- A strong leadership team that invests in you
- Work/life balance, including WFH opportunities
- A positive and supportive team environment
- The opportunity to develop a range of interpersonal and communication skills transferable across many career paths

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