Customer Care Team Lead

4 days ago

Sydney, New South Wales, Australia Camilla Full time

CAMILLA is an iconic Australian fashion brand, known for our bespoke offering and like-no-other customer service across our retail channels. Our Customer Care Team Team lead will lead our tribe of customer care angels in their daily tasks to provide support to online and retail channels, maintaining the highest level of customer service to our clients. Based in our Head Office - Villa CAMILLA, the CC Team Lead will take ownership of ensuring that CAMILLA customers have an amazing and consistent experience when shopping in-store or online.
This is a fixed-term contract with the opportunity to become permanent in the future. A large part of this role will centre around guiding a team of Customer Care Angels to reach for the stars and go above and beyond to delight our customers.
**The Customer Care Team Lead will also..**
- Be a touch-point for all areas of the business in regards to customer and tribe purchases, refunds and returns
- Work with the head of digital to define the SLA's/KPI's for the CC tribe
- Train and develop the CC tribe to smash their SLA's/KPI's
- Be the rostering guru - delivering a support tribe within budget
- Understand the needs of the business in line with online and retail events and cater to them
- Look for ways to improve the current processes and ensure our customer care approach is always aligned to the CAMILLA values

**What we are searching for..**
- A genuine love of everything customer service
- A passion and understanding of the CAMILLA brand and aesthetic
- Similar customer care background in a premium fashion retailer (online or retail)
- Leadership experience - guiding, training and developing a stellar team
- A problem solver who doesn't shy away from difficult situations
- Experience using customer service software e.g. Zendesk / Shopify will be preferred

**Perks of working with CAMILLA**
- Amazing training and development opportunities
- A Health and Wellbeing offering including yoga and meditation
- Stunning Head Office located in Alexandria, Sydney
- Flexible work practices
- End of Month Birthday Drinks and Quarterly Angel Awards
- Pet friendly office
- Discounts and Uniform Allowances that will have you head to toe in CAMILLA
- Be apart of a global and expanding brand

With love xx
At CAMILLA, you are seen for your heart, soul, talent, abilities, quirks, authenticity, drive, and individuality.

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

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