MARCS - Careers

OUR BRANDSDavid Lawrence has been designing for Australia's Professional Women for over 40 years. Never compromising on fabrication and fit and beloved by women who rely on consistency and timeless style.Marcs is synonymous for sophisticated cool. Known for our unique detailing and distinct features and will take you from work to weekend in distinct style.sass & bide is a highly creative Australian designer label dedicated to the strong, the obscure & the beautiful, leading the culture of fashion for bold and individualistic women.We are currently looking to recruit an experienced Customer Care Manager or Customer Care Supervisor looking for their next step in their career. This role is part of our Group Marketing function reporting into the Chief Communications Officer.The role is responsible for - Leading Customer Care across our multi-brand group to deliver an exceptional customer experience through the effective management of multiple channels, and continuous improvement of policy and process. In a rapidly growing business, your role is to bring our process, systems and service up to spec to provide our customers with world class support. Key Result areas includeCustomer ServiceWork with our technology partners and internal teams to ensure excellent service support systems are implemented.Answer customer queries across a range of media; phone, email, mail, Facebook and resolve to satisfactory resolutionAct as escalation point to customer service officers to resolve customer care requirementsWork with internal and external stakeholders in the investigation and resolution of queries exceeding the customer’s expectationsAssist in collating customer feedback for reporting to retail staffWork with the warehouse/inventory for short-pick orders and adjust stockAssess orders flagged for a fraud checkProcess refunds for all brands, as well as The IconicUse of Zendesk for calls, emails, live chat, Facebook and reportingLiaise with DHL, Australia Post, ADS, Williams Logistics for ordersProcess Iconic returns fortnightlyManage macros for emails and Information on Help Centre (website)Continuous ImprovementMaintain work instructions for departmental processes and proceduresWork with IT to streamline our offeringLead our team and process for growthKeep on top of tech upgrades and trends for customer supportFocus on innovationTrain team on new systems & initiativesDevelop and update a customer service manual to on-board new customer service team membersSupport Marketing on implementation of new initiatives and projects such as â retail events, product promotions and outbound salesTeam ManagementCoach, motivate and develop skills in c/s officers on customer care needsProvide constructive feedback and encouragement to c/s officersAssist the Customer Service Manager to recruit high calibre team members.Support new employees by conducting induction and training upon commencementThe ideal candidate will have Minimum 4 years in customer service officer role within retail ecommerce environmentPrevious experience providing team leader or supervision support to junior team membersExperience with ZendeskStrong affinity with the Microsoft Office suite of programs and generally high computer literacyStrong verbal and written communication skillsIdeally experience with AP21, Magento (or similar), Fraud tools e.g. Forter or Count.If you think you are a perfect match please apply now by attaching your resume and a cover letter telling us about yourself! AUD Sydney 2000

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