CUSTOMER SERVICE MANAGER

Responsible for the brand’s online customer service, the ideal candidate will be a skilled problem solver and passionate about providing luxury service. 

This role will report to the Digital Brand Manager and be a key touch point for SARAH & SEBASTIAN’s domestic and international clientele. It will require a strong command of the brand’s policies, extensive product knowledge and confidence to provide efficient assistance and unique solutions.

Key Roles & Responsibilities

  • Communicate effectively in a fast-paced written manner across live chat and email, ensuring a personable approach and conciseness and accurateness of response.  
  • Handle a significant volume of customer service phone calls, using each opportunity to drive online sales from enquiries received.
  • Promote conversion by engaging proactively with customers on video chat, driving the conversation by asking relevant questions and offering tailored advice. 
  • Grow long term relationships with online customers based on relevant support and advice provided.
  • Be sensitive to customer frustrations and empathetic in regards to complaints, deescalating difficult issues and finding appropriate solutions for both the customer and brand.
  • Manage the efficient processing of all returns, clearly communicating to customers the status of their return.
  • Office administration; Track stock of office supplies and place orders when necessary, direct external communications and coordinate adhoc office activities.

    Requirements

    • Minimum 3 year’s experience in a customer service role, ideally in the fashion industry
    • A proven record of meeting and exceeding customer service expectations
    • Exceptional phone etiquette with ability to actively listen
    • Well-presented and confident in communicating over the phone and by video
    • Strong writing, spelling and grammar skills
    • Skilled at typing and proficient with ecommerce and CRM platforms
    • Capacity to multi-task and prioritize

    Benefits

    • Small friendly team
    • Focus on career progression and in-house training
    • Generous discount
    • Excellent training

      Job Type: Full-time

      Location: Alexandria, Sydney

      For expressions of interest, please contact stuart@sarahandsebastian.com

         

         

        MELBOURNE RETAIL STORE MANAGER

        If you have a deep understanding for delivering a customer service experience like no other and are looking to take your next step in your retail management career, we would love to hear from you.

        You’ll come to us with retail management experience, ideally in luxury retail accessories, whilst also possessing a strong sense of leadership. You have effective communication skills and have a natural flair for customer service, assisted by your deep understanding of leading a retail team.

        You know how to implement processes that will meet the business’ goals whilst motivating team members in a supportive way. Your dedication, energy and passion for creating exceptional customer service experiences is a priority. Your track record of achieving targets are complemented by your problem-solving skills which you would utilize to resolve any issues in an effective manner.

        This is an exciting role as we endeavour into a new region of Australia, you will be challenged creatively and be present in a fast-paced environment as our business experiences tremendous growth.

        Benefits

        • Small friendly team
        • Work closely with the Directors
        • Focus on career progression and in-house training
        • Generous discount
        • You get to work in award winning designed stores
        • Excellent training

        Job Type: Full-time

        Location: Melbourne 

        For expressions of interest, please contact stuart@sarahandsebastian.com

         

         

        MELBOURNE RETAIL CASUAL

        You know how to provide exceptional customer service to customers in-store and have impeccable phone manners to assist with customer enquiries. You have a passion for selling and demonstrate great attention to detail in all facets of your responsibilities delegated by your store manager. You also have an engaging, open and approachable mindset when communicating with other team members.

        We value dedication and passion for customer service, therefore if this is something you possess we are excited to hear from you.

        Benefits

        • Small friendly team
        • Work closely with the Directors
        • Focus on career progression and in-house training
        • Generous discount
        • You get to work in award winning designed stores
        • Excellent training

        Job Type: Casual

        Location: Melbourne 

        For expressions of interest, please contact stuart@sarahandsebastian.com 

           

        EXPRESSIONS OF INTEREST - MANUFACTURING JEWELLER

        Sarah and Sebastian are currently seeking a driven and skilled bench jeweller to join our in-house manufacturing team.

        Requirements 

        • Experience in high volume jewellery manufacturing
        • Stone setting experience and advantage
        • Must be motivated and punctual
        • Capable of managing your own workflow in a high volume business
        • An open mind and the willingness to learn and share new jewellery manufacturing skills
        • Attention to detail and the drive to manufacture high quality jewellery
        • Work well in a fast-paced high volume environment
        • An understanding of Sarah & Sebastian product and brand   

        Benefits

        • Studio located in Alexandria, close to public transport
        • Small friendly team
        • Work closely with the Directors
        • Focus on career progression and in-house training
        • Generous discount

          Job Type: Full-time

          Location: Alexandria, Sydney

          For expressions of interest, please contact seba@sarahandsebastian.com