Our client is a fashion company based in Bali, focusing on the production of premium swimwear.
Our team is diverse, inclusive, and committed to continuous growth. We are now seeking a highly experienced Customer Service Manager to lead and develop our customer service team from our Bali-based office.
Key Responsibilities
Leadership & Team Management
- Lead, mentor, and develop the customer service team to deliver outstanding service and meet key performance indicators (KPIs).
- Training, scheduling, and performance evaluations for the customer service team.
- Foster a positive, collaborative, and high-performance culture within the department.
Customer Experience Strategy
- Oversee all customer service operations across email, social media, and other communication channels.
- Ensure a consistent and high-quality customer experience that aligns with Bayu The Label&aposs brand values.
- Analyze customer feedback and trends to develop service improvement strategies.
Operational Excellence
- Manage escalated cases, ensuring timely resolution of complex customer issues.
- Oversee the use and optimization of platforms such as Shopify and Gorgias for order management, returns, and inquiries.
- Implement and refine customer service processes, tools, and AI-assisted solutions to maximize efficiency.
Cross-Department Collaboration
- Act as the voice of the customer in internal meetings, providing insights to product development, marketing, and operations teams.
- Collaborate with production teams to address recurring product-related issues and enhance customer satisfaction.
Requirements
- Minimum 4-5 years in customer service, with at least 1 year in a management or leadership role.
- Proven experience in CS in fashion, lifestyle, cosmetics, or related industries.
- Strong background in handling escalations, managing KPIs, and driving service improvements.
- Technical Skills:
- Proficiency in Shopify (order management, returns, reporting) and customer service platforms (Gorgias or similar).
- Experience using AI tools for customer service optimization is a plus.
- Language Skills:
- Excellent command of English (spoken and written). Dutch proficiency is a plus.
- Leadership Qualities:
- Strategic thinker with a hands-on, 'lead by example' management style.
- Empathetic, people-oriented, and capable of inspiring teams to exceed expectations.
- Adaptable to a fast-paced, changing business environment.
Working Conditions
- Employment Type: Full-time, 5 days a week.
- Working Hours: Generally 9:00 AM to 17:30 PM, with flexibility for urgent matters.
- Location: Bali office fully on-site
- Start Date: Preferably beginning of October with flexibility for the right candidate.
Compensation & Benefits
- Salary: Competitive senior-level package, based on experience and qualifications.
- Support: We can support possible relocation & more benefits for the right candidate
- Team Environment: Work with a close-knit, supportive, and ambitious team in a family-like atmosphere.
- Impact: Play a key role in shaping the customer experience of a fast-growing international brand.
