Customer Service Team Lead (GEC)

Region: Australia

Bundesland: Victoria

Stadt: Melbourne

Business Unit: Guest Education Centre (GEC)

Zeittyp: Full-time

Beschreibung & Anforderungen


Who we are  


lululemon is a yoga-inspired technical apparel company up to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world by realising the full potential within every one of us. We are proud to be a growing global company with locations all around the world, from Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connections we get to make in every community we are in. 

 

GEC Lead 


Reporting directly to the GEC Manager (Customer Service) you will lead and assist in managing a wicked group of Educators in the Guest Education Centre. You will ensure the team provides a fantastic guest experience through a variety of channels including phone, email, live chat and more. Your goal is to “wow” our guests and be readily available for questions about our products, community, and guest orders. This position works cross-functionally with many departments within the lululemon family including the stores, therefore, a good grasp of the retail industry is a must. You are responsible for supervising the GEC floor; providing in-the-moment feedback and following up on outstanding issues.

 

A day in the life:  


·       You are responsible for scheduling and leading a team of educators to ensure efficient coverage of our GEC channels

·       You ensure an amazing guest experience within a set of defined KPIs

·       You are responsible for providing on going coaching, training and feedback to educators

·       You assess and manage educator performance including performance improvement plans and formal performance reviews for a group of educators

·       You meet with each educator periodically to review and set goals and for performance coaching 

·       You assist in running the day-to-day operations of the department and perform intra-day analyst duties as required

·       You provide ongoing, daily floor support 

·       You review and interpret departmental and individual performance reports to identify trends and issues

·       You ensure we deliver on all service levels through effective department leadership 

·       You provide input and recommendations on how to improve existing processes 

·       You represent the GEC at cross-functional meetings, in the absence of the GEC Manager


Skills / Qualifications: 


·       Proven ability to develop and foster a strong team environment 

·       Pro-active and solution-oriented with out-of-this-world problem-solving skills 

·       Upbeat, optimistic, passionate, friendly, and authentic 

·       Excellent organisational and time-management skills with the ability to multi-task 

·       Excellent team player and ability to work independently 

·       Excellent communication skills - verbal and written 

·       Responsible and dependable 

·       Innovative and insightful around their responsibilities and how to improve them 

·       Proven extraordinary guest interaction 

·       Intermediate to advanced computer skills; this includes proficiency in Microsoft Office, an ability

·       to type quickly and accurately, and a strong experience on the www 

·       1 -2 years of call centre experience

·       Post-secondary education is an asset 

 

Must haves: 


·       Acknowledges the presence of choice in every moment and takes personal responsibility for their life. 

·       Possesses an entrepreneurial spirit and continuously innovates to achieve great results.  

·       Communicates with honesty and kindness, and creates the space for others to do the same.  

·       Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.  

·       Fosters connection by putting people first and building trusting relationships.  

·       Integrates fun and joy as a way of being and working, aka doesn’t take themselves too seriously.