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Online Customer Service Manager

EHPlabs
4.0 out of 5
Ultimo NSW
Temporarily remote
Permanent, Full-time

Location

Ultimo NSW

Benefits
Pulled from the full job description

  • Employee discount
  • Gym membership
  • Work from home

Full job description

We are looking for a passionate, friendly and customer focused Customer Service Manager to lead our Customer Experience team. Reporting to our Chief Experience Officer and working with a globally based team, you will be responsible for:

  • Customer satisfaction: working closely with the team to ensure first-class customer service and sales conversion of website visitors into customers
  • Set performance targets and KPIs for the team and ensure that weekly targets are achieved
  • Work with the team leaders and the broader EHP team to ensure communication about campaigns, new product launches, website updates and any other issues related to customer service.
  • Mentor Customer Service team and empower each team member to upsell and use their extensive product knowledge to provide excellent customer service
  • Support customers through Live Chat, Whatsapp, Email and Social Media Channels
  • Use Gorgias Customer Management System, Shopify Platform and the relevant warehouse management systems to investigate customer order history and make updates to customer information and deliveries as required.
  • Team management: rostering, training and day-to-day management of a team of online customer service and sales representatives
  • Provide weekly and monthly reporting on team and individual performance and customer insights and pain points.
  • Identify areas to improve overall customer experience and sales effectiveness offering across channels
  • Act as a point of escalation for any customer related issues

About you

You will have:

  • You are a pleaser by nature, and love to make people feel happy
  • 2-3 years of experience leading an online customer service and sales team, with experience across a range of online service channels including social media and live chat
  • Exceptional written communication skills; with the ability to provide clear and concise information
  • Excellent time management skills and the ability to multitask
  • Expertise with AI and automation and customer service SAAS platforms
  • Experience with Gorgias, Zendesk or Desk.Com would be an advantage
  • You have a high attention to detail with excellent problem solving skills.

About Us

At EHP Holdings we are about leading health and fitness through our ethos of ‘we rise by lifting others’. Our prefix 'EHP' stands for 'Empowered Human Potential' as we believe in empowering our community with the tools and vital information to make better-informed decisions leading to healthier, happier lifestyles.

Since our launch in 2012 we are proud to have positively impacted millions of people's lives through our industry-leading fitness supplements as well as our high-impact marketing through digital channels.

We are a team of passionate people who strive for continuous and never-ending improvement. To learn more about us (and meet our office dog Max), please visit our website: http://ehpholdings.com

Benefits of working for EHP Holdings

  • Corporate Gym Membership
  • Fun, supportive family culture
  • Competitive salary
  • Discounted supplements and protein bars
  • Did we mention office dogs?

Note: To be considered for this role, you must have the right to live and work in Australia. Only shortlisted candidates will be contacted.

Recruiters, thanks for thinking of us,we've got this one covered!

Job Types: Full-time, Permanent

Benefits:

  • Employee discount
  • Gym membership
  • Work from home

Schedule:

  • Monday to Friday

Work Eligibility:

  • Permitted to work permanently with no restriction on hours (e.g. citizen, permanent resident) (Preferred)

COVID-19 Precaution(s):

  • Temperature screenings
  • Sanitising, disinfecting or cleaning procedures in place