Customer Care Team Leader

Reporting to:
Customer Experience Manager

Requirements:
Available to work at least 4 weekdays between 9am-4pm

 

KEY RESPONSIBILITIES

Team Leadership and Administration

● Maintain updated email templates and training guide
● Assist Customer Experience Manager with quarterly training nights
● Ensure google drive is clean and documents are current
● First line of support for customer care team
● End point for all escalated customer queries and decisions
● Assist Returns Officer with courier bookings
● Ensuring the customer service provided amongst team is elevated and constantly improving
● Ensuring stock movement is clean and stock levels are accurate
● Communicating website improvements and customer feedback to Customer Experience Manage
● Maintaining adequate response times for phone calls and emails as advised by company
● Broader digital assistance including website merching and product tagging

Fraudulent Orders

● Daily checks of orders flagged as fraud risks
● Submission of customer validation to third party fraud agency
● Management of chargebacks on Shopify and PayPal


Social Media Support

● Conduct daily checks of DM’s on Facebook Messenger, Instagram and WeChat
● Respond to customer enquiries submitted and direct customers to appropriate channels


Customer Service

● Assisting customers with their online enquiries, via customer care phone line and email
● Ad hoc reception duties, including answering phones and meeting clients
● Liaising with shipping providers and other external agencies regarding customer orders as needed
● Inventory management
● Providing assistance to the wider Digital team as required
● Assistance with customer returns
● Assisting with ad-hoc office tasks
● Maintain relationships with customers to improve sales and customer experience
● Liaising with internal departments such as Boutiques
● VIP outreach and maintaining VIP relationships


CORE SKILLS

● Experience in a customer facing role
● Positive and friendly nature
● Strong leadership skills and passion for helping others
● Excellent written and verbal communication skills
● Immaculate attention to detail
● Strong customer service skills
● A fast and eager learner
● Efficient in general administration & data entry tasks
● Natural ability to diffuse situations and maintain relationships
● Ability to keep calm under pressure
● Can easily adapt and respond to changing directive


AVAILABILITIES

● This is a casual role that offers 20-30hrs a week depending on demand
● Must be available at least 4 weekdays between 9am-4pm
● Flexible to work both from home or from our Head Office in Rosebery, Sydney 
● First 4 weeks of training must be worked from the office

 

Application process:
Please email your CV and availabilities to hello@alicemccall.com. Be sure to put ‘alice McCALL Team Leader’ in the subject line