Customer Care Manager
KIVARI is an exciting and growing company inviting applications for an Customer Care Manager. This role is working in the Head Office in Freshwater, Sydney NSW.
About Us: KIVARI is a leading contemporary Women’s wear Brand that delivers products designed with heart, personality, and Integrity. Founded in 2014, KIVARI is on track for successful growth through its journey to expand its global footprint through Retail, E-Commerce, and Wholesale channels.
Role Overview: Delivering exceptional service and support across all touchpoints. Your role involves assisting with inquiries and ensuring a seamless experience that reflects the KIVARI brand values. You’ll work closely with internal teams, including ECommerce and Retail, to enhance customer satisfaction and loyalty.
About You: A proactive and customer-focused leader, you excel at delivering exceptional customer experiences and driving customer care strategies. You bring a unique combination of technical expertise in tools like Zendesk, leadership skills to inspire your team, and a solution-oriented mindset that turns challenges into opportunities for growth and satisfaction.
Key Responsibilities:
· Customer Support: Respond promptly and professionally to customer inquiries across email, live chat, and social media using Zendesk.
· Customer Service Operations: Ensure timely and effective resolution of inquiries via Zendesk and other channels.
· Zendesk Management: Manage workflows, ticketing, and reporting in Zendesk to optimize efficiency and maintain high service standards (Zendesk experience is non-negotiable).
· Upselling and Revenue Generation: Identify opportunities to upsell during customer interactions, contributing to revenue growth.
· Reporting and Customer Feedback: Analyze customer feedback and generate actionable insights to improve service delivery. Effectively report and regularly measure Key Performance Indicators (KPIs).
· Process Improvement: Develop and implement customer service processes to enhance efficiency and the overall customer experience.
· Training: Equip team members with training on Zendesk and customer care best practices to enhance their efficiency and ensure exceptional customer experiences during this critical time of growth.
· Customer Feedback and Insights: Collect and analyze customer feedback to identify opportunities for improvement. Share insights with the e-commerce team and product teams to enhance product offerings and the overall customer journey.
Qualifications:
· Experience: A minimum of 2 years in customer care, preferably in the fashion or retail industry.
· Technical Proficiency: Proficient in Zendesk, including workflows, ticketing, and reporting.
· Customer-Centric Mindset: Passionate about delivering exceptional customer service with a solution-oriented approach.
· Communication Skills: Excellent written and verbal communication skills.
· Problem-Solving: Resourceful and proactive in resolving customer issues with a focus on satisfaction and retention.
What We Offer:
· A dynamic and supportive work environment in our Freshwater head office.
· Opportunities for professional growth and career development.
· Competitive salary and benefits package.
· The chance to make a significant impact on a growing brand with a passionate customer base.
How to Apply:
Please submit your resume, a cover letter detailing your relevant experience, and a portfolio showcasing your work to careers@kivari.com.au. Please note no external recruiters will be engaged for this role, all applicants must apply directly. Due to the high volume of applications, only shortlisted candidates will be contacted. All applications will be handled with the utmost confidentiality.
KIVARI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.