Online Assistant Store Manager
Sydney, New South Wales
1d ago

Online ASM

We are opening this role for internal Bailey Nelson applicants only at this stage.

Bailey Nelson is seeking an Assistant Store Manager for our Online team to provide the warm, down-to-earth service that we are known for.

The role is a full time (38 hour / week) position beginning July, working in the Online and Customer Service team in our Sydney Support Office.

Your immediate focus will be on our customer service channels and online store operations, with future scope to develop your skills and career in e-commerce management and SEO.

You will also have a chance to be part of our upcoming integration and subscription projects, to play a role in developing and refining the online experience.

What the role involves :

  • Providing warm and efficient customer service to Bailey Nelson customers
  • Ensuring a consistently high level of service delivery, primarily focused on the Australian market with some small crossover for NZ and our Northern hemisphere stores
  • Relaying feedback on types of questions, service experiences to the broader team
  • Processing, maintenance, and dispatch of online orders
  • Development and improvement of our customer service channels and the online customer journey
  • What you'll need to succeed :

  • Brilliant customer service and the ability to handle and resolve complaints autonomously
  • Excellent phone manner and great tone in emails, messages, short form written messages
  • Strength in spelling and typing
  • High attention to detail and ability to multitask
  • Ability to work efficiently alone, as well as part of a wider team
  • Good understanding of optics, including the ability to recommend lenses based on customer’s prescription
  • Knowledge of BN operations or online retail experience is preferable
  • The ability to ask questions to diagnose the customer’s issue
  • The ability to break down solutions into small steps / messages so the customer can easily follow along
  • Ability to confidently perform the above tasks without supervision when necessary
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