If you'd like to join the Zulu & Zephyr journey and you believe you can contribute to our team in a positive and innovative way, we would love to hear from you.
Zulu & Zephyr is owned and operated by a small team of creatives offering an all-encompassing wardrobe – from casual denim, luxury knitwear, signature swim and sophisticated holiday resort wear.
The Zulu & Zephyr culture is unique — we are committed to making your journey with us inspirational, attracting like-minded individuals, who are hard-working, passionate and thrive in a collaborative and fast-paced environment.
A brand of authenticity and integrity – we believe in equal opportunity, seeking diverse and talented team members. If you’re interested in a long-term career and would like to join the Zulu & Zephyr journey, please review the current opportunities available below.
Zulu & Zephyr is headquartered in Byron Bay, Australia.
We are looking for an experienced and motivated Customer Care Manager to join our team.
As the Customer Care Manager, you will play a pivotal role in ensuring customer satisfaction by overseeing key aspects of our customer care operations. This includes managing returns with our 3PL partner, handling day-to-day customer interactions across various channels such as email, phone and social media, and working closely with our Online Experience Manager to continuously enhance our customer experience.
Responsibilities:
- Handle day-to-day customer interactions across multiple channels, including email, phone and social media, to address inquiries, resolve issues, and provide exceptional customer service.
- Manage and optimise the returns process in collaboration with our 3PL partner to ensure an efficient and customer-friendly returns experience.
- Work closely with the Online Experience Manager to identify areas for improvement and implement strategies to enhance overall customer satisfaction.
- Monitor and analyse customer care metrics, including KPIs and OKRs, to track performance and identify opportunities for improvement.
- Develop and maintain standard operating procedures (SOPs) for customer care operations to ensure consistency and efficiency.
- Collaborate cross-functionally with other teams such as sales, marketing, and operations to ensure alignment and consistency in customer interactions.
Requirements:
- Minimum of 3 years of experience in a customer care management role, preferably in the Fashion e-commerce industry.
- Proven track record of driving customer satisfaction and achieving KPIs and OKRs.
- Strong leadership and communication skills.
- Excellent problem-solving skills with the ability to think critically and creatively to resolve customer issues.
- Highly organised with the ability to manage multiple priorities and thrive in a fast-paced environment.
- Bachelor’s degree in business administration, marketing, or a related field is preferred.
Join Our Team:
If you are a highly motivated and performance-driven individual with a passion for delivering exceptional customer experiences, we invite you to join the Zulu & Zephyr team and be a part of our exciting journey as we continue to grow and innovate.
To apply, please send your resume and cover letter to
careers@zuluandzephyr.com.