Overview
Customer Service Representative Jobs in Rosebery, New South Wales, Australia at Shona Joy
Title: Customer Service Representative
Company: Shona Joy
Location: Rosebery, New South Wales, Australia
Founded by Shona Joy Thatcher in 2000, the Shona Joy brand is powered by a passionate close-knit team, grounded by a mutual love of designing for real women, creating dresses for celebrating life in and building a business we can all be proud of.
Our collections embody a neutral colour palette and natural fabrications that signify a clear Australian identity – always with a hint of our signature 70s bohemian glamour. In remaining true to the Shona Joy aesthetic, our collections don’t generally follow the trends of the season. We don’t believe in disposable fashion, with a mission to design the pieces that will be treasured as part of your wardrobe forever – striving to create pieces that transcend any season, occasion, day or evening and look just as glamorous in heels or bare feet.
To support our growth, we’re looking for a passionate Customer Service Representative to join us in our newly expanded head office in Rosebery, Sydney. Reporting to our CS Team Leader, the successful candidate will be the voice of the brand, responding to all customer enquiries and returns and providing outstanding professional, polite and supportive service to the Shona Joy customer.
Responsibilities
Executing an exceptional customer service strategy, ensuring SLAs are achieved
Being an ambassador for the brand and implementing the brand’s tone of voice
Acting as a product expert for customers, providing styling advice and offering personal shopping experience for VIP customers
Providing insights to other teams including Marketing, Design and Warehouse based on feedback received from customers and how we can improve to better their experience
Working closely with the Warehouse Team to inspire them with the company’s service vision, setting clear objectives, and motivating them to achieve key KPIs
Assess daily/weekly service levels and quality of service; implement service improvement strategies and sales target conversions
Provide weekly customer feedback reports
Manage customer-related costs of credits and refunds
Providing support to the Online Dispatch Coordinator as needed in functions such as order pick/pack, QC of returns and stock-take
Managing all incoming exchanges/returns and assessing refunds where appropriate
Act as liaison and point of contact for other departments to ensure a customer-focused approach to business initiatives
Management of Shona Joy Facebook Community
Responsible for responding to all enquiries (direct messages and comments) across Shona Joy’s social media channels
As required, supporting the Marketing team with PR send-outs and enquiries
Responding to customer enquiries via email and phone
Security and fraud management
Qualifications
Excellent written and verbal communication skills
Positive, confident and proactive attitude
A natural curiosity to analyse and improve
Ability to work under pressure in a fast-paced environment
Ability to confidently manage and organise a team
Ability to make sound decisions with a strong sense of urgency
Passion for providing exceptional customer service
Proficient user of IT systems (Shopify, Orderhive, Niche, FreshDesk preferred)
1-2 years of experience in E-commerce Customer Service Management
Strong proficiency in Excel and Word with experience in modelling analysis research
Able to take ownership and be a quick learner
Up-to-date with the latest trends in online shopping
Exp…
