Customer Service Manager (Marketplace) at MyDeal.com.au

Retail, Customer Service, Full-time, Melbourne, Victoria, Australia melbourne support full-time
Description
Posted 11 days ago

MyDeal.com.au is an ASX listed online marketplace that focuses on providing “everything for your home” (furniture, homewares, garden, appliances and more). We connect our customers with millions of products sold by Australia’s leading retailers.

As one of Australia's fastest growing e-Commerce companies, we are seeking an experienced Customer Service Manager who will be responsible for delivering proactive customer support that will encourage customers and sellers to be a part of the MyDeal community. We aim to set the gold standard for customer experience - always ensuring that our customers are treated with respect, priority, and care for all their enquiries.

This is a permanent full-time position, located in our recently renovated, easily accessible, modern office on Collins Street in Melbourne CBD. 9:00am - 5:30pm, Monday – Friday.

About the role

You will be working with a talented team of Customer Service agents that are based in Melbourne and the Philippines. MyDeal Customer Service agents not only handle calls, live chat, and ticket enquiries; they are integral to resolving escalations, mediating payment gateway disputes, liaising with sellers, and ensuring that our customer review feedback is effectively utilised.

We are looking for the right person to support and coach our agents, to deliver a high standard of customer service. You will learn to use multiple systems and collaborate with internal and external stakeholders, to ensure you can provide the best support to the MyDeal Customer Service team.

MyDeal maintains a high volume, fast paced environment and it will keep you on your toes every day. The team is extremely collaborative, supportive and values a positive workplace culture.

What you will be doing

  • Manage day-to-day operations in the customer service team improving systems, policies, and quality of work.
  • Hire, coach and develop the team
  • Respond to escalated customer and seller ticket enquiries
  • Provide support to team members by answering questions and assisting with resolutions
  • Collaborate with the technical department regarding issues raised by the customer service team and understand the importance of their business impact
  • Collaborate with Account Management on escalated issues to seek resolutions
  • Prepare weekly summary reports on KPIs related to Seller service, MyDeal service, and customer satisfaction
  • Liaise with consumer agencies
  • Prepare and contribute to relevant meetings
  • Learn a variety of duties and cover when required

Requirements

The ideal candidate will have 3+ years of experience in managing a large (40+) team. We are looking for someone who is passionate about developing individuals and the team to grow and perform at their best. You will be a crucial part of company growth and should be excited to take on new initiatives from scratch.

  • Excellent management practices, leadership, and interpersonal skills.
  • Experience managing and engaging offshore teams
  • Knowledgeable in CRM tools and Zendesk is ideal
  • Strong understanding of Australian Consumer Law is ideal
  • Strong understanding of customer experience metrics (NPS, CSAT etc)
  • Experience in improving processes and team performance
  • Proficiency in Microsoft Excel and G Suite
  • Excellent listening, written and verbal communication skills
  • Proactive, friendly, positive and patient in dealing with customers and internal teams
  • Enthusiastic, reliable, hard-working and dedicated to improving customer service
  • Ability to work autonomously and within a team environment, taking responsibility for work outcomes

Benefits

  • Work in a dynamic and inclusive start-up culture with passionate people that collectively possess over 100 years of eCommerce experience.
  • Play an important role in an ASX listed company that is experiencing unprecedented growth.
  • Industry competitive remuneration in a full-time permanent position.
  • A modern Collins Street CBD office easily accessible by tram, bus and train

Here’s how to apply:

Send us your CV and cover letter. Your cover letter should highlight any relevant experience and how you believe you can help MyDeal to become the #1 Home and Garden Marketplace in Australia.

We look forward to seeing your application!

MyDeal.com.au is an equal opportunity employer and screens applications without attention to race, age, beliefs, sex, orientation, gender identity and disability.