Customer Service Supervisor

FOREVER US

Step into the world of Forever New, where fashion knows no boundaries. As Australia's trailblazing brand in clothing and accessories, we're taking the globe by storm with over 350+ stores and a thriving online presence. Our community is a vibrant tapestry of style enthusiasts, visionary designers, creative thinkers, and trendsetters who have propelled us from Melbourne to the world stage. With an unwavering passion for fashion, we are dedicated to creating moments that bring a radiant smile to her face.

At Forever New, our DNA is shaped by a set of core values that guide our every step:

• Think Customer
• Respect for all
• Keep it Simple
• Take Responsibility
• Act with Pace

YOUR DREAM OPPORTUNITY

Be responsible for delivering exceptional and efficient Customer Service and advocating for the Forever New customers as our Customer Service Supervisor! This exciting opportunity will see you engage, educate, and inspire our customers, leaving them with a positive impression of the Forever New brand. 

Reporting to the Customer Service Manager, this role is responsible for overseeing the digital elements of our Customer Service team, including social media platforms (Facebook, Instagram etc), customer reviews, Live Chat and more! 

Get excited to: 

• Operate within the Forever New Customer Charter
• Customer sales and service via social media, including Facebook and Instagram
• Customer sales and service via phone, email and web
• Appropriate recording of customer contacts for reporting and customer relationship management
• The efficient and professional resolution of our store team member queries regarding all services offered
• Hold a working knowledge of the systems used in addition to roles and responsibilities within the wider eCommerce team
• Undertake training when required
• Executing daily administrative tasks & reporting
• Ensure efficient and effective output and the continuous improvement of the Customer Service function
• Positively represent the brand and enthusiasm to uphold the visions and values of Forever New
• Focused on going the extra mile to resolve any customer query at the first point of contact

THE SKILLS AND EXPERIENCE YOU OFFER US

• 3+ years of experience in a similar Customer Service role
• A Customer first attitude
• Positive, flexible demeanor, who demonstrates resilience when under pressure
• Excellent verbal & written communication skills
• Effective interpersonal skills including the ability to operate effectively in both a group situation and autonomously
• Maturity to handle sensitive issues with empathy and tact
• Excellent organisational skills with the ability to prioritize workload and work to deadlines 
• The ability to think outside the box to find the right solution for complex customer queries
• Computer literate with Word, Excel, Outlook, with ability to learn new systems efficiently. A working knowledge of Zendesk is highly regarded

THE PERKS WE OFFER YOU

At Forever New, our people and customers are the heart and soul of everything we do. As our retail footprint rapidly expands across the globe, we embrace diversity and inclusion in all forms. We believe in hiring based on capability and performance, fostering an environment where everyone has the opportunity to shine. Moreover, we understand the significance of maintaining a healthy work-life balance. As a valued member of the Forever New family, you'll not only enjoy a wide range of exciting rewards and benefits, but also be part of a team that genuinely appreciates your talent and dedication.

Discover the perks of joining us:

• Benefit from a generous 40% employee discount, including periodic discounts for your family and friends.
• Coffee lover? Indulge in daily subsidized coffee and lunch at the café downstairs.
• Enjoy the flexibility of loyalty and birthday leave to celebrate special moments in your life.
• Receive recruitment referral incentives for bringing talented individuals to join our exceptional team.
• Take advantage of our wellbeing and environmental incentives, promoting your overall wellness and contributing to a sustainable future.
• Engage in continuous learning and development programs to enhance your skills and foster personal and professional growth.
• Be recognized for your outstanding contributions through our recognition program and service awards.
• Enjoy the convenience of subsidized car parking, ensuring a stress-free commute.
• Thrive in our vibrant head office located in Richmond, an area renowned for its energy and creativity.
• Gain exposure to a global business operating across 5 continents, expanding your horizons and providing diverse experiences.

Join Forever New and become part of a community that values your uniqueness and offers exciting opportunities for personal and professional growth. Apply now and let your talents shine in an environment that celebrates diversity and fosters success!