As our Online Customer Experience Manager, you will focus on elevating customer service experience for our Billini community across our online stores and social media accounts. You will create guidelines, implement processes, and train our team to ensure our customers receive a consistent and exceptional level of service. You will join a collaborative and passionate team based in Wetherill Park.


Billini is one of Australia's leading and fastest growing brands of women's trend driven, fashion footwear and accessories at affordable price points. Banbe Eyewear is a new sister brand setting a new high for fasion eyewear across the globe. Our stylish designs, value for money proposition and talented team have set the stage for our continued success and growth. Collectively our brands have grown to more than 1000 global stockists as well as our own 25 retail stores located in Australia and powerful online stores: and

why work at billini?

- Generous salary and bonus structure
- 50% off full priced products
- Supportive, passionate, and collaborative environment
- Opportunity to grow your career with a rapidly expanding company
- Ongoing training and development opportunities with experienced industry mentors
- Employee Referral Program - earn incentives for successful placements
- Regular team bonding events
- Paid birthday leave

what you will do

- Lead, manage & train the Customer Experience Team
- Ensure you and your team are providing exceptional customer service in the one tone to all customers via phone, email & live chat
- Communicate to all customers in one tone that reflects our brand
- Be the escalation point for any customer complaints and issues, providing the customer with a timely & personalised solution
- Demonstrate strong brand & product knowledge
- Be the voice of the customer & work closely with other departments across the business to provide regular customer feedback, insights and recommendations for improvements
- Continuously achieve KPIs and work towrds exceeding customer expectations
- Evaluate and improve internal workflows with a focus on process efficiency and improvement initiatives

about you

- 3+ year’s experience in a similar role
- Strong problem solving skills with a customer focused mindset
- Team management experience
- Proven track record in providing exceptional customer service
- Excellent verbal and written communication skills
- Able to multitask and prioritise in an ever-changing fast-paced environment
- High attention to detail and strong follow-up skills
- Experience with Shopify, Salesforce and AP21 advantageous
- Previous retail industry experience will be highly regarded

If you would like to join a business that is constantly expanding and are passionate about customer experience, then we would like to hear from you.

Only candidates with relevant experience will be contacted.