successfactors
Customer Service Manager
Decjuba Pty Ltd
Cremorne, AUS
Manager · 3+ years experience
Onsite
Discovered 1 weeks ago
Full Job Posting
KEY RESPONSIBILITIES
- Lead with impact: Inspire, coach and develop a high-performing Customer Service team, fostering a collaborative culture focused on delivering AMAZING customer experiences. Champion customer satisfaction: Oversee all inbound customer enquiries, ensuring timely, consistent and effective resolutions that reflect DECJUBA's service standards. Drive service excellence: Develop and refine customer service processes, procedures and escalation pathways to improve efficiency and customer satisfaction. Innovate the customer journey: Identify opportunities to introduce self-service solutions that empower customers, simplify interactions and reduce inbound enquiries. Leverage technology: Evaluate, recommend and implement customer service technologies that enhance the customer experience and streamline operations. Deliver continuous improvement: Collaborate with cross-functional teams to identify recurring customer issues, address root causes and implement long-term solutions. Own team performance: Establish, monitor and drive customer service KPIs, using performance insights to improve productivity, service quality and team effectiveness. Turn insights into action: Analyse customer feedback, service trends and performance data to identify opportunities and share actionable recommendations with the wider business. Lead strategic projects: Partner with IT, external vendors and internal stakeholders to deliver new service solutions and technology improvements on time and within budget. ABOUT YOU Minimum 3 years' leadership experience in a high-volume customer service or contact centre environment, ideally within retail. A passionate people leader with a proven ability to inspire, coach and develop high-performing teams. Commercially minded and process-driven, with a focus on improving efficiencies and customer experiences. Experience with Zendesk, Shopify, AP21 or similar platforms, with strong administrative and technical skills. Excellent problem-solving and decision-making skills, with a proactive, solutions-focused approach. Strong communication and stakeholder management skills, with the ability to collaborate across all business levels. Highly organised, detail-oriented and confident managing competing priorities in a fast-paced environment. Passionate about delivering AMAZING customer service and creating positive brand experiences. WHY JOIN THE DREAMTEAM We are committed to providing an AMAZING working environment, empowered by five core values: Honesty, Bravery, Integrity, Innovation, and Optimism. We are passionate about our DREAMTEAM and committed to providing continuous growth and development opportunities. We aim to open the door to exciting and dynamic careers in retail, with the opportunity to learn from the best in the business. We are experiencing a period of phenomenal growth. When we grow, you grow! At DECJUBA, we’re committed to ensuring our team reflects the diversity of our customers and our community. We recognise that we do our best work together and are focused on creating an AMAZING culture that supports our team members to be themselves and perform at their best. By creating an inclusive culture, we ensure diversity in all its forms (including all abilities, culture, race, gender, age, and sexual orientation) is welcomed and celebrated and encourage applications from all candidates. Want to join the DREAMTEAM? Apply now! DECJUBA are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant!
Qualifications
- Minimum 3 years' leadership experience in a high-volume customer service or contact centre environment, ideally within retail. A passionate people leader with a proven ability to inspire, coach and develop high-performing teams. Commercially minded and process-driven, with a focus on improving efficiencies and customer experiences. Experience with Zendesk, Shopify, AP21 or similar platforms, with strong administrative and technical skills. Excellent problem-solving and decision-making skills, with a proactive, solutions-focused approach. Strong communication and stakeholder management skills, with the ability to collaborate across all business levels. Highly organised, detail-oriented and confident managing competing priorities in a fast-paced environment. Passionate about delivering AMAZING customer service and creating positive brand experiences. WHY JOIN THE DREAMTEAM We are committed to providing an AMAZING working environment, empowered by five core values: Honesty, Bravery, Integrity, Innovation, and Optimism. We are passionate about our DREAMTEAM and committed to providing continuous growth and development opportunities. We aim to open the door to exciting and dynamic careers in retail, with the opportunity to learn from the best in the business. We are experiencing a period of phenomenal growth. When we grow, you grow! At DECJUBA, we’re committed to ensuring our team reflects the diversity of our customers and our community. We recognise that we do our best work together and are focused on creating an AMAZING culture that supports our team members to be themselves and perform at their best. By creating an inclusive culture, we ensure diversity in all its forms (including all abilities, culture, race, gender, age, and sexual orientation) is welcomed and celebrated and encourage applications from all candidates. Want to join the DREAMTEAM? Apply now! DECJUBA are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant!
About Decjuba Pty Ltd
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