Overview
Customer Service Lead Jobs in Double Bay, New South Wales, Australia at Girls with Gems
Title: Customer Service Lead
Company: Girls with Gems
Location: Double Bay, New South Wales, Australia
About the Role
We're looking for a proactive and customer-focused Customer Service Lead to support our team in delivering exceptional experiences across all digital touch-points. You'll be on the frontline of our customer interactions – handling enquiries with professionalism and empathy, supporting daily operations, and contributing to a seamless shopping experience.
Key Responsibilities
- Respond to customer enquiries promptly and professionally across phone and online platforms, in line with our brand values.
- Handle order-related queries including missing items, delivery updates and inventory discrepancies, escalating complex issues where appropriate.
- Liaise with the Warehouse & Logistics teams to follow up on order fulfilment and shipment issues.
- Identify natural upselling opportunities during customer interactions to support revenue goals.
- Review daily order exceptions and flag issues such as missing items or inventory mismatches.
- Prioritise your workload to meet daily service benchmarks and e-commerce shipping cutoffs.
- Share customer feedback and recurring issues with the team to help improve processes.
What We're Looking For
- Available to work from our office Monday to Friday in Rosebery.
- 1–3 years of experience in a customer-facing role, ideally within e-commerce or fashion retail.
- Confident communicator with a polished phone manner and strong written skills.
- Ability to manage competing priorities in a fast-paced environment, particularly during sale periods.
- Comfortable using e-commerce platforms such as Shopify Plus, Gorgias, Starshipit or similar tools.
- Reliable and solution-oriented, with a willingness to take initiative and ask for guidance when needed.
Bonus Points
- Familiarity with Shopify, PostCo and/or Starshipit.
- A genuine passion for fashion and interest in customer experience trends.
Why Join Us
- Be part of one of Australia's fastest-growing fashion brands.
- Work on the frontline of a fast-paced, high-growth e-commerce team.
- A supportive and FUN in-office culture where initiative gets noticed.
