Customer Service 2IC (Sydney)
White Fox Boutique, Australia

White Fox is a globally recognised fashion brand loved by babes and celebs worldwide.

Established in 2013 and based in Sydney, Australia, White Fox has quickly become the go-to online fashion destination and is continuing to take over wardrobes everywhere.

Meet The Team: CLICK HERE

Responsibilities

• Assist in the supervision of the day-to-day operations in the Customer Service department. Including, responding to customer enquiries via email, online chat and social media
• Assist in managing a team of 10 Customer Service Representatives and growing
• Train new hires and provide ongoing training amp; development for the team

• Reflect a deep understanding of the policies and procedures within the company

• Motivate the team to perform effectively and work towards reaching their KPIs

• Focus on customer satisfaction and ensuring agents are well trained, measuring customer satisfaction through different platforms and responding to customer feedback

• Assist in developing goals and reporting progress using KPIs. Providing this feedback to the Directors and to the team

• Being available as part of the management team as a contact for the team and ready to provide support for the team and other departments

• Problem solve any issues that may arise with the website or customer enquiries

• Relay customer feedback to relevant departments about product amp; onsite experiences

• Provide effective communication between different departments within the company

• Liaise with external partners such as DHL and Australia Post

• Assess any fraudulent orders and submit chargebacks when needed

• Provide monthly updates in Manager's Meetings when necessary

Requirements

• Previous experience with Shopify Plus, Gorgias amp; Loop Returns highly regarded
• Strong customer service experience with people management experience
• Outstanding written and verbal communication skills
• Excellent leadership and interpersonal skills
• Ability to multitask and problem solve under pressure.

Benefits

• Fun amp; supportive culture
• Generous monthly clothing allowance + ongoing discounts
• Onsite gym + weekly yoga
• Fully stocked kitchen including fresh fruit and coffee

Job Rewards and Benefits