Runaway The Label
Customer Service Lead (Fashion)
| company: | Runaway The Label |
| job title: | Customer Service Lead (Fashion) |
| location: | Sydenham |
| work type: | Full-time |
| level: | Mid-level |
Role Description
Runaway the Label is an iconic Australian fashion brand, known for our chic, fashion forward and on-trend collections. We’re dedicated to bringing the latest styles to our customers while providing exceptional service and a unique shopping experience. As we continue to grow, we’re looking for a passionate and customer-focused Customer Care Lead to join our dynamic team in Sydenham.
As the Customer Care Lead, you’ll play a key role in ensuring our customers receive outstanding service that reflects the heart of our brand. You will lead a team dedicated to resolving customer inquiries and concerns, maintaining the reputation of our brand, and driving customer satisfaction to new heights. You’ll be the voice of the customer, working closely with other departments to improve the overall shopping experience.
Key Responsibilities
- Lead and manage the customer care team, ensuring they provide a high level of service across all touchpoints (email, phone, live chat, social media).
- Monitor and improve customer service processes to ensure efficiency and satisfaction.
- Handle complex customer complaints and concerns with professionalism and empathy.
- Develop customer care initiatives and strategies to enhance the overall customer experience.
- Collaborate with other departments (e.g., logistics, marketing) to ensure smooth order fulfillment and effective communication.
- Provide training, coaching, and ongoing development for the customer care team.
- Analyze customer feedback and trends to drive service improvements.
- Maintain knowledge of our products and promotions to assist customers effectively.
- Lead our rewards programs
KEY SKILLS
- Previous experience in customer service/care , ideally in the fashion or retail industry.
- Strong leadership skills with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills.
- High level of problem-solving and conflict resolution skills.
- Ability to work in a fast-paced, ever-changing environment.
- Strong attention to detail and organizational skills.
- Experience with customer service platforms and CRM systems is a bonus.
- Passion for fashion and an understanding of our brand’s aesthetic.
- Must be punctual and reliable
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