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Customer Support Team Leader

3 months ago

Eight Mile Plains, Queensland, Australia Cook Group Full time

Overview:

Location - Brisbane, Eight Mile Plains

Permanent Full Time

Hybrid work roster available

We are looking for a highly organised, reliable and self-motivated individual to join our customer support team.

Reporting to the Customer Support Manager, this role is responsible for overseeing daily Customer Support activities and working with the Customer Support Manager to achieve the highest level of support to both internal and external customers.

This is a fantastic opportunity for someone who thrives in a busy and varied role with proven leadership and administration experience.


Responsibilities:

  • Oversee daily Customer Support operations, including phone priorities, daily and special tasks, effective query management and backorder scenarios, ensuring KPIs are met
  • Effectively manage a team
  • Act as the first point of escalation for individual, team, divisional and customer issues
  • Ensure customer support is carried out in an efficient, professional and timely manner
  • Continually evaluate and develop Customer Support procedures that are required as part of our quality system
  • Lead local CI projects and support global and regional CI initiatives
  • Process Customer Support and Shipping complaints in quality system
  • Reporting customer feedback
  • Coach and mentor team members

Qualifications:

  • Proven people leadership experience essential
  • Previous Customer Support experience highly desirable
  • Experience with reporting and data analysis preferred
  • Demonstrated ability to motivate and organise staff essential
  • Experience working in a regulated industry highly regarded
  • Intermediate Microsoft Office proficiency (Excel, Word) essential
  • Previous data entry experience with high attention to detail and accuracy essential
  • Highly developed communication and interpersonal skills
  • Demonstrated ability to meet deadlines, balancing multiple priorities, and ensuring quality standards
  • Ability to work effectively in a team environment
**_ Please note only applicants that have full working rights within Australia are eligible to apply. _