Customer Care Lead

Job Description

Employee Mission

As an employee at Coolibar you are working to support the company mission to “Keep the world safe from sun damage, to protect those who suffer from a sun-related medical condition and to prevent everyone else from developing one”.

Overview

We are seeking a dynamic and experienced Customer Care Team Leader to join our team. This role is essential in driving customer satisfaction and ensuring that our customer care team operates efficiently and effectively. The ideal candidate will possess strong leadership skills, a passion for customer service, and the ability to manage projects while fostering a positive team environment.

Duties and Responsibilities

Duties and responsibilities include but are not limited to the following:

· Provide excellent service to the customers, resulting in the highest level of customer satisfaction. In addition to assisting with new orders, you will answer customer’s calls assisting and resolving issues and questions related to the product, exchanges, returns, etc.

· Continuously improve customer service processes and procedures by suggesting revisions, updates, and new ideas to enhance the customer experience and promote efficiency.

· Assist the Customer Care Manager with customer issues and customer escalations.

· Assist customers by educating them in a clear and positive manner, while also assisting them with questions on product, sizing, pricing, availability, and delivery inquiries. Develop and maintain relationships with the customers.

· Provide management with feedback and recommendations to improve, methods, processes, quality, employee training, safety, etc.

· Assist in daily tasks and provide back-up to the Customer Care Manager when they are out.

· Provide feedback to managers on employee performance routinely and during the review process.

· Enter and process customer orders accurately into different software applications.

· Communicate customer feedback to your supervisor so that issues (fit, style, quality, website issues, etc.) may be communicated through the organization as needed.

· Other miscellaneous projects and work assigned, based on skill and business need.

· Help to provide leadership, onboarding and training for part time and new hires.

Qualifications

· College Degree preferred in addition to 2+ years working in customer care/service and/or retail

· Experience leading teams and working in apparel retail preferred

· Exceptional phone presentation and communication skills: interpersonal, oral, and written

· Must be very detail oriented, organized and have excellent problem-solving skills

· Knowledge of Word, Excel, and Microsoft Outlook is a must

· Desire to assist and help people in a positive, enthusiastic and professional manner

· Flexibility with hours and schedule with ability to work some weekend hours during busy season (April through August)

Work from office 5 days a week.