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Customer Service Coordinator

Apply now Job no: 980649
Work type: Full-Time
Location: Melbourne - CBD & Inner, Melbourne
Categories: Customer Service

The Role

Reporting to the Customer Service Manager, you will be responsible for leading a team of 10-15 Customer Service Representatives in providing front line customer service and sales to our internal and external customers. This role will also be involved in the overall development of strategy and workforce planning for the customer service team.

Key Responsibilities

  • Support the Customer Service Manager in delivering team goals and objectives
  • Lead the efficient and effective operations requirements of your team by directing and coordinating activities consistent with established company policies and procedures
  • Manage the Customer Service function, supporting the loyalty program and associated administrative tasks specific to these two area
  • Ensure appropriate resources are in place to meet business needs
  • Act as a subject matter expert to the business for all Customer Service related enquiries
  • Meet all budgetary and performance objectives for your team
  • Drive change and provide valuable feedback and reporting to the business and team
  • Support and implement strategic initiatives
  • Assist in the delivery and development of profit generation via Customer Service including but not limited to corporate orders, MOTO sales and gift card relationships
  • Ensure product and procedural knowledge of your team is up-to-date with on-going skill verification, both internal and external client focused
  • Stakeholder management
  • Ad hoc administration duties as required

The Ideal Candidate has

  • Previous leadership experience in a fast-paced environment
  • Understanding of retail and customer service operations
  • Proven understanding of customer service analytics, metrics and reporting
  • Strong verbal and written communication skills
  • Great time management and organisational skills, is deadline driven
  • A solutions focused approach, with the ability to multitask and prioritise
  • Strong negotiation skills and the ability to manage conflict
  • Experience with the Microsoft Office Package
  • Salesforce experience is advantageous

Why work for us? 

  • A competitive remuneration package, including incentives
  • Bi-annual product allowances and generous discounts on all brands products (Country Road, Trenery, Witchery, Mimco and David Jones) for you and your immediate family
  • Birthday roster day off
  • Excellent career progression involving regular training and on the job development
  • A genuine, open and high performing culture
  • Opportunity to become involved in our Corporate Social Responsibility program, by supporting our community partnerships

About Us

Country Road Group is one of Australia’s largest speciality fashion retailers, comprising of four iconic brands Country Road, Trenery, Witchery and Mimco. At Country Road Group we are looking for highly motivated and passionate individuals to be part of the Group’s evolution and support each brand to realise their full potential.

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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