Customer Service Experience Manager

The Opportunity

Due to growth and exciting new developments, Splice Boutique is evolving and a rare opportunity has become available to join our team in 2022.

We are seeking a positive, passionate and driven Customer Experience Manager on a full time basis to join our team and continue to push the barriers into our next chapter.

You will be responsible for an integral business department and a key support for our directors and wider team.

Join our journey into an exciting expansion phase.

Duties within this role include, but not limited to:

• Provide impeccable online customer service via communication channels (email, live chat, phone & social media channels);
• Respond to all customer enquiries via email, live chat, phone and social media channels;
• Be proactive in solving urgent issues and setting up procedures/processes to overcome the issues at hand;
• Manage Online dispatch and fulfilment daily, always meeting applicable time targets (Monday - Friday);
• Continue to develop and improve the customer service for responses and experience;
• Provide customers with product knowledge and educate them to ensure they select the most appropriate product for them;
• Provide and build customer relationships to grow VIP networks;
• Monitor the website eco-system to maintain and streamline internal and external efficiencies; Shopify, StarShipIt, Loop Returns. Ensuring presentation of the website and promised services are maximised for the ultimate user experience.
• Update inventory, product descriptions, imagery and homepage to ensure relevant and accurate data is displayed.
• Manage a second staff member to assist with fulfilment when necessary;
• Perform refunds through Shopify;
• Coordinate inbound and outbound couriers;
• Receipt of stock and deliveries.

To be successful, applicant will possess:

• Outstanding written and verbal communication skills
• Demonstrate clear decision making and problem solving skills: This role will be very self-driven
• Minimum 3+ years’ in a similar role, preferably in a fashion retail business
• Ability to multi-task, prioritise and manage time effectively
• Strong organisational skills
• Ability to nurture customer relationships and drive results with exceptional sales skills and customer service
• Relevant fashion industry experience
• Positive, confident and proactive attitude

Available to start ASAP

TO APPLY, email your resume and cover letter to maddi@spliceboutique.com.au