Reporting to the Head of Marketing & Online, your day will be predominately focused on leading, coaching and developing the Call Centre team, while overseeing the day-to-day operations and performance of the function. You will ensure exceptional customer experiences are consistently delivered, service levels and team performance objectives are achieved, and customer enquiries and issues are managed efficiently and professionally.

This is a permanent, full-time position on site on St Kilda Road, Melbourne.

• Lead, coach and develop the Call Centre team to achieve individual and team performance objectives
• Effectively manage team resources, rosters and workflow to ensure appropriate coverage and service levels are maintained
• Ensure all customer interactions are handled professionally and with a strong focus on achieving a satisfactory outcome for both the customer and brand
• Manage customer complaints, escalations and complex enquiries promptly and effectively
• Ensure team members are equipped with the product knowledge required to confidently assist customers and provide accurate advice.

• Experience in a Call Centre Managerial role is desirable
• High level of accuracy and attention to detail
• Strong People skills including communication and interpersonal skills
• Effective time management and prioritisation skills
• Ability to easily adapt to changing priorities
• Strong problem solving and leadership skills
• Working knowledge in ZenDesk, Shopify and Gorgios is a must

Perks

• Generous staff discount and access to our sample sales
• Central office location based on St Kilda Rd, with direct access to the picturesque Fawkner Park
• Work closely within a high performing, supportive and collaborative environment
• Bring your dog to work!

Above all, we are looking for someone with enthusiasm and who is a great team player. If you are looking to take the next step in your Customer Service Management career, then we want to hear from you. Apply now!