Address
Form of workThis position is based in Darra, Qld.
About Us
Desky is the leading Australian retailer of sit-stand, height adjustable desks and ergonomic office furniture. We are a fast growing customer-centric business that is looking for the next generation of leaders to support our exponential e-commerce growth.
The Role
We are seeking an experienced, motivated leader to join our team in the role of Customer Service Leader. We want someone who puts people first and who is committed to getting the best solution for our customers and our business.
The Customer Service team interact daily with customers on an inbound basis – responding to web and email enquiries to answer product and stock questions, deal with any queries regarding orders, deliveries, walk-ins, returns or customer accounts, as well helping customers to place orders.
The key duties and responsibilities for your role are:
- Overseeing all customer touchpoints in the business, including email, phone and face to face interactions and customer reviews.
- Ability to lead and be ‘hands on’ working within the Customer Service team to assist with the daily workflow.
- Providing ongoing staff coaching and mentoring through regular and meaningful feedback, training and development.
- Continuously improve policies, procedures and administrative processes.
- Managing customer escalations and ensuring we have the best solution for the company and our customers.
- Ensuring Customer Service interactions are always of a high standard and staff provide a patient and positive 'can do' language with our customers.
- Identifying business improvement opportunities.
- Manage team performance to ensure daily and weekly objectives are met.
To succeed in this role, you will possess the following qualifications, skills and attributes:
- Strong internal Customer Service experience.
- Base level furniture/product/industry knowledge favourable but not necessary for the right applicant.
- An aptitude for minor technical information.
- Must demonstrate a dedication towards "red-carpet" Customer Service, and a drive towards ensuring customers feel special at all times.
- Prompt, punctual, well-presented and respectful of peers & management.
- A demonstrable understanding and participation in the teamwork ethic.
- Prepared to assist in overflow work from other colleagues' positions – to assist other team members in the pursuit of the company's overall objectives wherever necessary.
- Excellent computer skills (Shopify & Re:amaze experience are a plus) and keyboard skills are a must (touch type).
- Excellent time management.
With strong remuneration and benefits for the right applicant, if this sounds like the role for you and you are up to the challenge that this position provides, then we are waiting to hear from you!
Please attach your CV/resume and a brief cover letter, detailing your relevant skills and suitability for the role.
