Customer Experience Supervisor

2 weeks ago

Sydney, New South Wales, Australia Signal Brands Australia Pty Ltd Full time $60,000 - $100,000 per year

Signal Brands Australia manages the global licenses for both Rag & Bone and GUESS, across wholesale, ecommerce, and our own bricks and mortar retail stores in Australia and New Zealand.

This role will provide you with the opportunity to combine your passion for fashion and communication with your well-developed ability to create exceptional customer journeys across all our retail channels.

About the role

As our Customer Experience Supervisor, you'll be responsible for developing and optimising our Customer Experience processes across all touchpoints, such as phone, email, chat, SMS, social media, etc. You will develop systematic training for the CX representative and our in-store sales teams, review and report on key metrics and develop strategies to increase customer satisfaction and overall Customer Lifetime Value.

Your role will involve:

  • Positively respond to inquiries, concerns, and requests about our products
  • Assist customers with order and delivery inquiries
  • Processing of returns and refunds
  • Support the eCommerce teams with monitoring of website functionality.
  • Training and developing your direct report into a Customer Experience superstar
  • Acting as an escalation point for all customer service enquiries
  • Reporting on key metrics to the wider team from a number of platforms and data sources

About You

  • Experience in managing a small team of Customer Experience Representatives
  • Strong experience with Customer Relationship Management (CRM) systems, e.g. Zendesk, Gorgias etc.
  • Experience with Shopify, Klaviyo, NetSuite, Loyalty and Retention platforms highly regarded.
  • Strong time management and attention to detail; you thrive in a fast-paced environment.
  • Ability to work independently with minimal direction, whilst also contributing as part of a collaborative team
  • Marketing Qualification Degree in Business / Marketing / Ecommerce / Digital highly regarded
  • 2-3 years' experience of customer service or similar at the minimum

We Offer

  • Flexible work arrangements, hybrid setup between the office and home
  • Commitment to your professional development with ongoing opportunities for progression
  • Exciting opportunity to be a part of a global fashion brand
  • Fantastic staff discounts both GUESS and Rag & Bone in-store and online

If you are ready to be a part of something amazing, please click the 'apply now'.

We would like to thank you for your application and wish to advise that only short-listed candidates will be contacted.

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