We are currently seeking a motivated and driven individual to join our Online Customer Service team as the Online Customer Service Manager based at our Alexandria Head Office. This is a hands-on role where you will lead and manage the Online Customer Service team in the achievement of Customer Service KPI’s across all our brands.
This is a permanent full-time role offering the right candidate a supportive and focussed structure as well as a fun, inspiring and empowering workplace. The successful candidate will take great pride in providing exceptional service to customers as well as internal stakeholders, and be understanding of the impact of prompt resolutions. This is a busy and dynamic role ideal for an individual that understands both the importance delivering exceptional customer service and being a true leader and support for their team.
Annual Base Salary Range: $100,000.00 - $105,000.000
ABOUT THE ROLE…
• Maintain, develop and implement systems and procedures that maximise performance and improve customer service.
• Identify and report system limitations, opportunities, limitations, and issues to improve customer experience.
• Close collaboration with internal stakeholders including Brand, Merchandise Planning, Sales, and Digital teams.
• Establish and maintain strong relationships & open communication with external Brand Partners.
• Ensure standard process executed across brands to optimise company and team performance.
• Manage, train, and support the Online Customer Service Agents and Super User’s to ensure goals, objectives and KPI’s are met for all internal brand teams and external Brand Partners.
• Collaborate, train, and maintain strong relationships & open communication with external offshore Online Customer Service Team.
• Prepare weekly & monthly reports on service levels, ensuring validity and accuracy of data.
• Providing expert advice and functional expertise, guidance and support to management and divisions on the operations of the Online Customer Service systems and processes.
• Maintain best in class customer service practices within the team when handling cases.
ABOUT YOU…
To be successful in this role, you will have a methodical approach to issues and problem solving. As well as this, the following experience, skills and attributes will contribute to your success in the role:
• Minimum 2 years experience managing a customer service and administration team
• Tertiary Qualification
• Previous experience with SAP, BI, ServiceCloud Fraud tools
• High standards of customer service delivery, both face-to-face as well as by phone and e-mail
• An organised and methodical approach to work with high attention to detail
• Professional telephone manner
• A result focussed problem solving approach
Please note candidates must have unrestricted working entitlements in Australia.
GREAT BENEFITS…
• Staff discount off all True Alliance brands
• Excellent training and career opportunities
• $1,500 for every friend you refer
• Free on-site parking
• Great health & wellbeing initiatives
• Employee Assistance Program
WHO WE ARE...
True Alliance operates over 50 retail stores in a number of fast-paced, dynamic environments across Australia & New Zealand. The brands we sell include Lee, Wrangler, Riders, Speedo, Ben Sherman, Lacoste, Nautica,… and that's just to name a few. We are passionate about what we do, and we know our product better than anyone else out there.
This is a permanent full-time role offering the right candidate a supportive and focussed structure as well as a fun, inspiring and empowering workplace. The successful candidate will take great pride in providing exceptional service to customers as well as internal stakeholders, and be understanding of the impact of prompt resolutions. This is a busy and dynamic role ideal for an individual that understands both the importance delivering exceptional customer service and being a true leader and support for their team.
Annual Base Salary Range: $100,000.00 - $105,000.000
ABOUT THE ROLE…
• Maintain, develop and implement systems and procedures that maximise performance and improve customer service.
• Identify and report system limitations, opportunities, limitations, and issues to improve customer experience.
• Close collaboration with internal stakeholders including Brand, Merchandise Planning, Sales, and Digital teams.
• Establish and maintain strong relationships & open communication with external Brand Partners.
• Ensure standard process executed across brands to optimise company and team performance.
• Manage, train, and support the Online Customer Service Agents and Super User’s to ensure goals, objectives and KPI’s are met for all internal brand teams and external Brand Partners.
• Collaborate, train, and maintain strong relationships & open communication with external offshore Online Customer Service Team.
• Prepare weekly & monthly reports on service levels, ensuring validity and accuracy of data.
• Providing expert advice and functional expertise, guidance and support to management and divisions on the operations of the Online Customer Service systems and processes.
• Maintain best in class customer service practices within the team when handling cases.
ABOUT YOU…
To be successful in this role, you will have a methodical approach to issues and problem solving. As well as this, the following experience, skills and attributes will contribute to your success in the role:
• Minimum 2 years experience managing a customer service and administration team
• Tertiary Qualification
• Previous experience with SAP, BI, ServiceCloud Fraud tools
• High standards of customer service delivery, both face-to-face as well as by phone and e-mail
• An organised and methodical approach to work with high attention to detail
• Professional telephone manner
• A result focussed problem solving approach
Please note candidates must have unrestricted working entitlements in Australia.
GREAT BENEFITS…
• Staff discount off all True Alliance brands
• Excellent training and career opportunities
• $1,500 for every friend you refer
• Free on-site parking
• Great health & wellbeing initiatives
• Employee Assistance Program
WHO WE ARE...
True Alliance operates over 50 retail stores in a number of fast-paced, dynamic environments across Australia & New Zealand. The brands we sell include Lee, Wrangler, Riders, Speedo, Ben Sherman, Lacoste, Nautica,… and that's just to name a few. We are passionate about what we do, and we know our product better than anyone else out there.
