Address
Form of work
SalaryAbout Patricks Universal Exports PTY LTD
Established in 2010, Patricks is a leading cosmeceutical brand specialising in advanced hair
loss products and skincare solutions for men. Recognised by top publications like GQ and
Esquire, our products merge performance, design, and sustainability.
Available globally through our e-commerce platform and luxury retailers like Mr Porter and
Harrods, we're expanding rapidly after a significant investment from Shiseido. Our focus is on
launching new products, entering new markets, and securing retail collaborations to enhance
our global presence.
We leverage scientific research and innovation to create high-performance hair care and
skincare tailored for men, with a strong emphasis on combating hair loss and addressing
skincare needs.
About the Role
We are seeking a qualified Customer Service Manager who will be responsible for:
● Leading the Customer Service team at Patricks, ensuring exceptional after-sales support
tailored to the e-commerce beauty products industry. Responsibilities include efficiently
resolving customer complaints, processing refunds, and addressing feedback to
enhance satisfaction with grooming products.
● Managing recruitment, selection, and training for new team members, emphasising
product knowledge and service excellence. Conducting performance assessments to
drive continuous improvement and align with Patricks' commitment to quality.
● Analysing customer satisfaction metrics to identify trends and areas for improvement.
Developing targeted strategies to enhance service quality and maintain Patricks'
reputation in the men’s grooming industry.
● Implementing quality assurance processes to uphold Patricks' standards and monitor
key performance indicators for service excellence.
● Developing Customer Service strategies to elevate the overall experience on the Patricks
platform, increase engagement, and foster brand loyalty.
● Collaborating with the marketing team to align Customer Service experiences with
marketing strategies, enhancing the customer journey and reinforcing brand loyalty.
● Gathering feedback directly from customers to refine and improve offerings, ensuring
responsiveness to evolving preferences.
● Managing complex customer inquiries and issues, acting as a senior point of escalation
to align resolutions with brand values and customer satisfaction goals.
About you:
The minimum requirements for the position are:
▪ Relevant AQF Diploma or higher qualification (or at least three years of relevant work
experience)
▪ 2 years of relevant work experience as a Customer Service Manager.
▪ Possesses analytical and problem-solving skills
▪ Be a team player with strong interpersonal and communication skills
You are perfect for this role if you:
▪ Have great leadership skills and can lead a team with compassion
▪ You are a quick learner and very adaptable
▪ Are a forward thinker
▪ Are looking for an opportunity with huge growth potential.
Summary of role requirements:
- Looking for candidates available to work:
- Monday: Morning, Afternoon
- Tuesday: Morning, Afternoon
- Wednesday: Morning, Afternoon
- Thursday: Morning, Afternoon
- Friday: Morning, Afternoon
- 2-3 years of relevant work experience required for this role
- Work visa can be provided for this role
- Expected start date for role: 03 May 2024
- Expected salary: $70,000 - $75,000 per month
