About Patricks Universal Exports PTY LTD

Established in 2010, Patricks is a leading cosmeceutical brand specialising in advanced hair

loss products and skincare solutions for men. Recognised by top publications like GQ and

Esquire, our products merge performance, design, and sustainability.

Available globally through our e-commerce platform and luxury retailers like Mr Porter and

Harrods, we're expanding rapidly after a significant investment from Shiseido. Our focus is on

launching new products, entering new markets, and securing retail collaborations to enhance

our global presence.

We leverage scientific research and innovation to create high-performance hair care and

skincare tailored for men, with a strong emphasis on combating hair loss and addressing

skincare needs.

About the Role

We are seeking a qualified Customer Service Manager who will be responsible for:

● Leading the customer service team at Patricks, ensuring exceptional after-sales support

tailored to the e-commerce beauty products industry. Responsibilities include efficiently

resolving customer complaints, processing refunds, and addressing feedback to

enhance satisfaction with grooming products.

● Managing recruitment, selection, and training for new team members, emphasising

product knowledge and service excellence. Conducting performance assessments to

drive continuous improvement and align with Patricks' commitment to quality.

● Analysing customer satisfaction metrics to identify trends and areas for improvement.

Developing targeted strategies to enhance service quality and maintain Patricks'

reputation in the men’s grooming industry.

● Implementing quality assurance processes to uphold Patricks' standards and monitor

key performance indicators for service excellence.

● Developing customer service strategies to elevate the overall experience on the Patricks

platform, increase engagement, and foster brand loyalty.

● Collaborating with the marketing team to align customer service experiences with

marketing strategies, enhancing the customer journey and reinforcing brand loyalty.

● Gathering feedback directly from customers to refine and improve offerings, ensuring

responsiveness to evolving preferences.

● Managing complex customer inquiries and issues, acting as a senior point of escalation

to align resolutions with brand values and customer satisfaction goals.

About you:

The minimum requirements for the position are:

▪ Relevant AQF Diploma or higher qualification (or at least three years of relevant work

experience)

▪ 2 years of relevant work experience as a Customer Service Manager.

▪ Possesses analytical and problem-solving skills

▪ Be a team player with strong interpersonal and communication skills

You are perfect for this role if you:

▪ Have great leadership skills and can lead a team with compassion

▪ You are a quick learner and very adaptable

▪ Are a forward thinker

▪ Are looking for an opportunity with huge growth potential.

Summary of role requirements: