Customer Service Manager

Budgy Smuggler is an Australian swimwear brand with just 14 full-time staff operating out of Sydney's Northern Beaches.

We're looking for a motivated and customer-focused individual to join our team as a Customer Service Manager. As a key member of our Customer Service team, you will play a crucial role in ensuring our customers have a positive and memorable experience with Budgy Smuggler.

Responsibilities:

Manage & Resolve Customer Service Inquiries:

• Provide efficient and accurate responses to customer inquiries, showcasing in-depth knowledge of Budgy Smuggler’s products and services.
• Address product or service-related issues, troubleshoot technical problems, and offer ongoing technical assistance to customers.
• Provide information about special offerings, upsell related products or services, and focus on ensuring a customer experience that leaves people feeling good.
• Effectively handle customer complaints, demonstrating strong Customer Service soft skills, including active listening, clear communication, and empathy.
• Escalate complex issues to the appropriate internal teams for resolution.

Live Customer Service:

• Implement, monitor, and actively engage with customers through Live Chat on Budgy Smuggler sites, including international sites, with the aim of increasing customer conversion rate.
• Suggest products or collections customers may be looking for.
• Provide direct links to suggested or desired landing pages.

Custom Swimwear Order Inquiries:

• Handle inquiries related to custom swimwear orders, providing detailed information and guidance to customers.
• Collaborate with relevant Design & Production team members to ensure accurate processing and fulfillment of custom swimwear orders.

Social Media Inbox Customer Inquiries:

• Monitor and respond to customer inquiries on social media platforms promptly and in the Budgy Smuggler tone of voice, which is relaxed but professional.
• Engage with customers on various social media channels to enhance the overall customer experience.

Respond to Customer Reviews:

• Respond to product and/or company reviews written by customers on various platforms.
• Manage negative reviews professionally, turning potential dissatisfaction into positive experiences and minimizing brand reputation damage.

Processing Orders and Transactions:

• Efficiently manage incoming orders, handling cancellations, returns, and exchanges to ensure a seamless customer transaction experience.

Customer Feedback and Reporting:

• Collect and analyze customer feedback to identify repetitive inquiries, areas for improvement, and enhance overall customer satisfaction.
• Collaborate closely with marketing teams on feedback collection and analysis initiatives.
• Generate monthly reports on Customer Service performance.
• Present insights and recommendations for improvement to senior management.

Experience:

Essential:

• Prior Customer Service or Community Management Experience.
• Fantastic written and verbal communication skills
• Proficiency in platforms such as Shopify, Gorgias, Monday.com, Meta, TikTok.
• Fun-loving personality with a passion for making people smile.
• Strong communication skills and a quirky sense of humor.
• Solves problems promptly

Preferred:

• Experience in swimwear fashion or a related industry.
• Familiarity with internal Customer Service processes improvement.