Customer Care Team Leader | Sydney

Posted on 14-Mar-2019
Application Close Date: 04-Apr-2019
Job Type:
Full Time Permanent
Category:
Customer Care
Location:
Sydney
Residency:
Australian Citizen
Position Reference:
SFG/021
Closing Date:
04-Apr-2019


This is an opportunity to be involved in a highly passionate team and brand. Inspire and coach the Customer service team to provide high quality interactions and increase customer satisfaction. Join us in leading a world of curves.

Your New Career

We are passionate, fearless and loyal just like our customer. We are the voice of our brand and to the business we become the voice of our customer. We don't just offer our customers a resolution, we offer them a sisterhood. Reporting to the Customer Experience Manager you will be leading a team of Customer Care Consultants to style, enage and have fun with our customers while reaching high level of customer satisfaction.

 As Customer Care Team Leader, you will be accountable for including but not limited to:

  • Lead, coach and develop the team to manage all forms of customer communication including voice, email, live chat and social media
  • Setting and managing team targets, rosters and KPI's and provide accurate reporting on team productivity, trends and call outcomes
  • Act as an escalation point for the team, problem solving queries and issues
  • Provide support and advice to store Team Members on queries, Trade Practices, and their obligations to our customers
  • Work closely with other departments, warehouse teams and third party couriers to intentify and resolve any potential issues
  • Answer customer calls in a timely and professional manner, leading by example and accurately logging details to internal systems to maintain notes and customer details
  • Assist the Customer Experience Manager with any with process improvements and projects when required

This is a fast paced environment that offers growth and progression opportunities. The successful applicant will have:

  • A passion and desire to deliver an exception customer experience
  • A positive attitude towards both customers and team members
  • A keen ability to problem solve and identify areas of opportunity
  • The patience to actively listen to our customer and understand their needs
  • At least 1 years' experience managing a team
  • Willingness to learn and grow within an evolving team
  • A committed work ethic
  • Ability to communicate in a branded yet professional tone of voice
  • Excellent written and verbal communication

 

Your New Destination

City Chic Collective Limited is an ASX-listed multi-channel retailer with a customer-led offer that appeals to fashion-forward women.

We are: 

BOLD         We are Fearless

SEXY           We Fit for Confidence

GLAM          We Are a Sisterhood

CHIC           We create unique experiences

 

OUR MOTTO

Every customer, every team member, every garment, and every decision embodies these four elements, making City Chic the leading global destination for curvy fashionistas.

We put our customer at the centre of everything we do – The City Chic woman is fun, fashionable and fearless. With a hectic lifestyle and a passion for fashion, she is not defined by the way she looks, but by the way she feels, and embraces her curves.

Together with our dedication to the latest fashion and our ultimate hourglass fit, CC has become the global destination for size 14-24 that put fashion first.

We are extremely proud of our determined, ambitious, enthusiastic, committed & passionate team members who make our business what it is today. We understand the importance of our team & we believe in our purpose & core values. We take pride in the fact that we recognise & share our success stories and award individual Team Members for their achievements. We would welcome the successful candidate into a fantastic working environment with an outstanding, friendly & talented team.

 

If this is you get in contact with our talent team who are waiting to connect with you!