Customer Experience Team Leader | Billini Warehouse

As Billini enters an exciting period of growth, we are looking for a passionate and driven Customer Experience Team Leader with a love for shoes & accessories to join our Online Customer Service team in our Wetherill Park Distribution Center. Leading the fast paced team, you will focus on contributing to the increase in customer satisfaction, loyalty and retention by meeting company KPI’s and goals.

Reporting to the Customer Service & Operations Manager, you will:
- Recruit, train and mentor the Online Customer Service team
- Oversee and manage the duties and workflow of the Online Customer Service agents according to priorities
- Manage and action all online customer service enquiries, complaints, and recommendations in line with company KPI’s and standards
- Ensure all online returns & exchanges are processed in accordance with KPI’s
- Be the escalation point for any customer complaints and issues, providing the customer with a timely & personalised solution
- Work with the Warehouse Manager to ensure the timely and accurate processing and dispatch of all online orders from the warehouse in accordance with KPI’s
- Work with the Retail department to ensure the timely and accurate processing and dispatch of all online orders from stores in accordance with KPI’s
- Evaluate and improve internal workflows with a focus on process efficiency and improvement initiatives
- Involvement in implementation and testing of new systems and technologies

- Previous experience in an Online Customer Service role with exposure to leading a team
- Excellent verbal and written communication skills
- Ability to multitask and prioritise in an ever-changing fast paced environment
- Experience with Shopify, Sales Force and AP21 advantageous
- Previous retail industry experience will be highly regarded
- Strong problem solving skills with a customer focused mindset
- High attention to detail and strong follow-up skills
- A positive, solution orientated attitude!

Enticing remuneration package
Generous staff discounts on Billini and Banbe products
A day off on your birthday
Enjoy regular team bonding events
Career growth opportunities in a fast growing Australian fashion retailer

Billini is Australia's leading and fastest growing brands of women’s fashion footwear and accessories at affordable price points. Banbe Eyewear is a sister brand setting a new high for fashion eyewear across the globe. Our stylish designs, value for money proposition and talented team have set the stage for our continued success and global growth. Collectively our brands have grown to more than 1,000 global stockists as well as our own 32 retail stores located in Australia and powerful online stores: billini.com and banbeeyewear.com.

When you join Billini, you become part of a vibrant family that focuses our values: passion, collaboration, and progression.

If you are looking to take the next step in your creative career, would like to join a growing company and be rewarded for your contributions, then we would love to hear from you.

To apply, please enclose a cover letter along with your resume (max 4 pages).
This role is a full time permanent position.
Only applicants who have been shortlisted will be contacted in relation to their application.