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Customer Success Lead

2 weeks ago

Melbourne, Australia Pattern Full time

Job Description:
About us

Pattern is one of Australia’s leading ecommerce Digital Agencies, awarded Australia’s Best Digital Agency at the 2021 NORA awards. We are the largest seller on Amazon globally representing brands across all product categories.

We offer perks like 5 weeks annual leave, hybrid and flexible working, reduced summer hours, a competitive salary plus stock options upon joining. If you love to learn, you’ll love working for us - we have a commitment to professional development, and you will receive a professional training and development plan in your first 12 months with us.

We're looking for a Customer Service Leader to join us in our Melbourne office and warehouse. We have partnered with a leading Australian social enterprise to develop a world class ecommerce experience which will enable their customers to purchase their consumer goods products online. This social enterprise brings ideas and dreams to life for the pursuit of a better world, a world where not one person lives in extreme poverty.

Main Duties-
- Order management - track shipments and update customers on the status of their orders.- Product knowledge - answer customer questions and provide accurate information about products, escalating to the brand where needed.- Troubleshooting - identify and resolve technical issues related to the ecommerce platform.- Refund and return management - process refunds and returns, answer questions about refund policies, and provide assistance to customers who need to initiate returns.- Upsell and cross-sell - suggest additional products to customers or provide recommendations based on their purchase history.- Data entry and analysis - input required data into customer service platforms, track customer interactions, and provide reports on customer satisfaction metrics.- Community management - engage the brand’s social media communities, ensuring communications are supporting business needs and the overall brand strategy.- Collaboration - collaborate with other departments within Pattern, across the social enterprise and their distribution partner to resolve issues and provide the best possible customer experience.- Team management - manage and coach customer service representatives to provide exceptional customer service.- Training - train new customer service representatives as required.- Performance management - set performance goals, monitor performance, provide feedback and coaching to improve performance.- Customer experience management - ensure customers have a positive experience when interacting with the social enterprise ecommerce channel, resolving issues, addressing complaints and amplifying the storytelling of the brands impacts through all touchpoints.- Customer experience optimisation - contribute to the maintenance and optimisation of the website, including website testing, uploading and merchandising products.- Process improvement - identify opportunities for process improvement and implement changes to improve efficiency, ensuring a seamless brand experience for the movement.- Reporting and analytics - gather data on customer satisfaction metrics, analysing data to identify trends and areas for improvement, and reporting findings to senior management.- Customer service technology management - managing the customer service platform, chatbots and CRM systems to ensure they are functioning properly and reporting accurately.- Policy and procedure development - develop and update policies and procedures to ensure there are clear guidelines for all customer interactions and escalations.- Templates and FAQ development - develop and update response templates to ensure customer interactions are ‘on brand’ (which we believe you intrinsically know).- It will be important to stay up-to-date with industry trends and best practices in customer service, incorporating new ideas and strategies into our operations where appropriate.

Required skills and qualifications- 1+ years working in a customer service role, including experience resolving customer issues and complaints.- Experience with customer service software and tools, such as CRM platforms, helpdesk systems, and call centre technology.- Intermediate MS word, Excel and general computer skills- Experience reading reports and ability to analyse customer data, such as customer feedback, to identify trends and opportunities for improvement- Excellent communication skills, problem-solving skills and the ability to handle difficult situations with tact and diplomacy.

Preferred skills and qualifications- Familiarity with customer service management tools such as Zendesk or Gorgias preferred- Familiarly with ecommerce platforms such as Shopify preferred- Customer service management training or certification preferred but not essential- Bachelor’s degree or diploma in business administration, management, communications or marketing preferred but not essential

In return, you will be given the opportunity to work across some