Customer Service Manager / Customer Experience Guru

Summary about this job

Detail information about job Customer Service Manager / Customer Experience Guru. Terms and conditions vacancy

Who are we?

Sparesbox is one of Australia's most exciting start-ups, taking the hassle out of buying automotive parts and accessories online. 

We’re revolutionising the automotive industry, selling parts all over the world and now offering affordable car servicing and repairs in Sydney. Although we started in Sydney, we have recently expanded our operations hub to West Footscray, Melbourne.

Who do we need?

At Sparesbox, our priority is our customer. We are looking for a talented full-time Customer Service Manager to join our team in our new West Footscray office. You will have had experience in a customer service manager role, and are comfortable leading, mentoring, and training a team of people to achieve excellence with every customer interaction.

What will you be doing?

Reporting to the Chief Operating Officer and working closely with the Service Manager, you must have the skills to develop critical processes and procedures to ensure that our high standards are maintained. This position will work on the development of an engaging, integrated and innovative shopping experience for our consumers. You will be a self-starter who is comfortable working autonomously, takes initiative, and has an eye for detail and process improvement. You will play an important role in evolving the .com experience for Sparesbox customers.

You will have:

• The ability to collate and analyse data to present to the CEO and Senior Management.
• The skill to supervise and assist with all eCommerce customer interactions and the Customer Service team (in Sydney and Melbourne), with a goal of exceeding customer expectations.
• High level verbal and written communication skills
• Excellent time-management skills
• Intermediate to advanced level of skill in Microsoft Office

You will:

• Be able to use data to prioritise work and introduce improvements in processes, as the business requires
• Ensure all customers are receiving appropriate communication, in a timely manner
• Be an obsessive analyst – you love to track and understand how the numbers translate into opportunities to drive improvements for customers and Sparesbox
• Translate qualitative and quantitative data into simple and easy to digest solutions across work functions
• Exude empathy – you’ll be in tune with the needs of our customer and your team
• Develop creative ways to optimize each customer’s experience
• Create and trial new solutions for interacting with our customer
• Set up the infrastructure for customer management processes

At Sparesbox, we work hard - but we also have fun! In return, we can offer you:

• A great salary plus superannuation

• Real opportunities for career progression as our business continues to grow

• An awesome team-focused working environment. Close to public transport and free parking on site

• Regular table tennis battles, track days, project cars, cheese platters and office DJ opportunities

• Opportunity to be a key member launching the new Melbourne operations hub

If you think you fit the bill, apply now!