AddressAre you looking for a company embarking on continued success and global growth? We are looking for a highly experienced Online Customer Experience Manager, you will focus on elevating customer service experience for our Billini community across our online stores and social media accounts. You will create guidelines, implement processes, and train our team to ensure our customers receive a consistent and exceptional level of service. You will join a collaborative and passionate team based in Wetherill Park.
Why work at Billini?
- Generous salary
- 50% off full priced product
- Supportive, passionate, and collaborative culture
- Opportunity to grow your career with a rapidly expanding company
- Ongoing training and development opportunities with experienced industry mentors
- Employee Referral Program – earn incentives for successful placements
- Regular team bonding events
- Paid birthday leave
What you will do
- Lead, manage & train the Customer Experience Team
- Ensure you and your team are providing exceptional customer service in the one tone to all customers via phone, email & live chat
- Communicate to all customers in one tone that reflects our brand
- Be the escalation point for any customer complaints and issues, providing the customer with a timely & personalised solution
- Demonstrate strong brand & product knowledge
- Continuously achieve KPIs and work towards exceeding customer expectations
- Be the voice of the customer & work closely with other departments across the business to provide regular customer feedback, insights and recommendations for improvements
- Evaluate and improve internal workflows with a focus on process efficiency and improvement initiatives
About you
- +3 year experience in a similar role
- Strong problem solving skills with a customer focused mindset
- Team management experience
- Proven track record in providing exceptional customer service
- Excellent verbal and written communication skills
- Able to multitask and prioritise in an ever-changing fast paced environment
- High attention to detail and strong follow-up skills
- Experience with Shopify, Sales Force and AP21 advantageous
- Previous retail industry experience will be highly regarded
About us
Billini is one of Australia's leading and fastest growing brands of women’s fashion footwear and accessories at affordable price points. Banbe Eyewear is a sister brand setting a new high for fashion eyewear across the globe. Our stylish designs, value for money proposition and talented team have set the stage for our continued success and growth. Collectively our brands have grown to more than 1,000 global stockists as well as our own 29 retail stores located in Australia and powerful online stores: billini.com and banbeeyewear.com.
When you join Billini, you become part of a vibrant family that focuses on passion, collaboration and progression. https://www.instagram.com/reel/CiPda8ppmzS/
If you are looking to take the next step in your customer service career, would like to join a growing company and be rewarded for your contributions, then we would love to hear from you.
