Position - Customer Care Manager

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Career Position

CUSTOMER CARE MANAGER

THE ROLE


Dream role based in Byron Bay.

We currently have an amazing opportunity for an experienced Customer Care Manager to join our team. You will be responsible for managing our Customer Care Team to deliver an exceptional customer experience by leading, supporting and developing the Customer Care Team. Each interaction our customers have with us should be simple and a delight. This is a fast paced, team environment with the customer at the center of all that we do.



ABOUT YOU, OUR DREAM ANGEL


You will have a positive attitude, exceptional organisational skills, attention to detail and a level of care that is second to none.

You will also possess the following:


    • Proven experience in a similar customer care managerial role preferably within an online environment
    • Previous experience supervising and managing a small team
    • Excellent interpersonal and communication skills
    • Ability to work independently with minimum supervision
    • Ability to work well under pressure, prioritise as well as problem solve under time constraints
    • Proficient Mac skills (Excel, Word and Mail - touch typing a must)
    • Ability to work in a dynamic team environment
    • Experience in Workarea, Shopify, Freshdesk and/or Netsuite is advantageous

 

MAIN RESPONSIBILITIES


  • Leading the Customer Care Team, ensuring they are trained and supported to be able to achieve department goals
  • Formulate strategies and action plans to maximise customer satisfaction and engagement
  • Oversee and refine processes, continually seeking improvements that improve efficiency, effectiveness and that will benefit our customers
  • Delighting each and every customer on a daily basis, assisting customers with all their enquiries via phone, email, chat and social media including the processing of sales and returns as required
  • Handling customer escalations in alignment with our values, ensuring customer and business needs are balanced
  • Provide daily, weekly and monthly reporting to the Customer Care Team and wider management team
  • Assist the Legal Team with data collection for reporting IP Infringements

BENEFITS


  • Beautiful open plan office space with plenty of natural light
  • 3pm finish on Fridays
  • Collaborative culture where ideas come to life
  • Clothing allowance and generous staff discounts

HOW TO APPLY FOR THIS ROLE


To apply, please forward your resume cover letter and portfolio outlining your suitability for the role to careers@spell.co


Applications close 9am, Friday 14 February 2020