Job Title

Girls with Gems (GWG) is an Australian high-end women''s fashion boutique, featuring premium local and international brands. Founded in 2012 by a mother-daughter duo, the girls started selling jewellery from their home but the business has now become leading Australian fashion brand and a one-stop destination for all womens fashion needs.Role DescriptionWere looking for a proactive and solutions-drivenCustomer Service Managerto lead our team in delivering exceptional customer experiences across all digital touchpoints. This role is pivotal in ensuring smooth daily operations, managing inquiries with professionalism and empathy, and driving revenue through strategic upselling. If you thrive in a fast-paced fashion environment and can think critically under pressure, we want to hear from you.Key ResponsibilitiesLead and mentor the Customer Service team to consistently deliver prompt, empathetic, and brand-aligned support.Manage complex and escalated queries with sound judgment and calm under pressure.Collaborate closely with the Warehouse & Logistics teams to resolve order discrepancies, track fulfilment, and address urgent shipment issues.Identify and capitalise on upselling opportunities during customer interactions via phone and online platforms.Review daily order exceptions and proactively troubleshoot issues such asmissing items, or inventory mismatches etcPrioritise workload to meet daily service benchmarks and e-commerce shipping cutoffs.Monitor CS-related KPIs, customer satisfaction data, and feedback trends to recommend process improvements.RequirementsMinimum 3 years experience in a customer-facing leadership role, preferably within e-commerce or fashion retail.Must be able to work from our office, Monday to Friday.Proven ability to thrive in a dynamic, fast-paced environment with changing priorities.Strong critical thinking and decision-making skills under time constraints especiallyduring high volume/sale periodsExperience using e-commerce platforms Gorgias, POST CO, Starshipit and Shopify or similar.Polished phone manner and ability to communicate clearly and confidentlyDemonstrated ability to resolve issues independently and escalate when required.Confident in establishing efficient customer service processes, introducing fresh industry insights, and delivering engaging training to onboard and upskill team membersKnowledge of Shopify Plus, Gorgias and Starshipit.Familiarity with warehouse dispatch and 3PL operations.Nice to HavePassion for fashion and understanding of customer experience trends in the industry.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeIndustriesRetailReferrals increase your chances of interviewing at Girls with Gems by 2xSydney, New South Wales, Australia 3 weeks agoFrenchs Forest, New South Wales, Australia 1 month agoNorth Sydney, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia 2 weeks agoNorth Sydney, New South Wales, Australia 2 weeks agoNorth Ryde, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia 4 days agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 1 month agoAuburn, New South Wales, Australia 2 weeks agoMoorebank, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 5 days agoAuburn, New South Wales, Australia 3 days agoCustomer Service Manager - Coles Supermarkets - ParramattaParramatta, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 13 hours agoNorth Ryde, New South Wales, Australia 1 week agoInternational Freight Customer Service ManagerMoorebank, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia 4 days agoRelationship Manager / Customer Service / SalesChatswood, New South Wales, Australia 1 week agoSeven Hills, New South Wales, Australia 2 days agoSydney, New South Wales, Australia A$120,000.00-A$140,000.00 3 days agoSydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 1 day agoTeam Support Manager - Sydney Team Support Manager (aka Roving Relief Manager) - Full-TimeFrenchs Forest, New South Wales, Australia 1 hour agoManager - Customer Success - Energy / Power Transition- Data / Research SaaSHarris Park, New South Wales, Australia 3 weeks agoSilverwater, New South Wales, Australia 1 day agoWere unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr