Customer Care Team Lead, ANZ

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The ideal candidate is responsible for overseeing the customer care and technical support teams to ensure customer satisfaction and issue resolution in ANZ. This role involves managing team performance, developing support strategies, and continuously improving processes to deliver exceptional service to customers.

What you will doing in this role….

Customer Care Operations:

• Develop and implement customer care standard procedures.
• Ensure the customer care team adheres to the company's service standards and processes.
• Oversee customer interactions through various channels to ensure timely and effective responses.

Technical Support Operations:

• Oversee the technical support team to ensure effective troubleshooting and resolution of technical issues.
• Implement processes for tracking and resolving technical support cases.
• Ensure the technical support team stays updated on product knowledge and technical skills.
• Handle escalated customer complaints and technical issues, ensuring prompt and effective resolution.
• Liaise with other departments to resolve complex customer problems and improve service delivery.
• Develop strategies to prevent recurrence of issues.

Performance Monitoring and Reporting:

• Analyze customer care and support data to identify trends and areas for improvement.
• Prepare regular reports on team performance and customer feedback, presenting findings to senior management.
• Develop and implement strategies based on data analysis to enhance customer satisfaction and loyalty.

Team Management:

• Recruit, train, and manage a team of customer care and technical support representatives.
• Develop performance metrics and monitor individual and team performance.
• Provide ongoing coaching, feedback, and development opportunities for team members.
• Identify opportunities to improve customer care and support processes and tools.
• Stay up-to-date with industry trends and best practices in customer service and technical support.
• Implement new technologies and methods to enhance the overall customer experience.

Customer Feedback:

• Collect and analyze customer feedback to understand needs and expectations.
• Use customer feedback to drive improvements in products, services, and processes.
• Communicate customer insights to relevant departments to inform business decisions.

Compliance and Risk Management:

• Ensure the customer care and support teams comply with company policies and regulatory requirements.
• Manage and mitigate risks associated with customer service and technical support operations.

What do I need to be successful?

If you have the following skills and experience, we want to hear from you:

• 5 - 8 years of experience in customer service or a related field, with at least 2 years in a supervisory or managerial role.
• Proven track record of driving operational excellence and service quality, preferably in the e-commerce industry and Australia & New Zealand market.
• Ability to handle stressful situations and manage conflicts.
• Strong organizational and multitasking skills.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Strong leadership and team management abilities, with a focus on driving performance, fostering teamwork, and cultivating a culture of excellence.
• Strong analytical and problem-solving skills, with the ability to analyse data, identify trends, and make data-driven decisions.
• Proven experience in process improvement and optimization, with a focus on enhancing efficiency and service quality.
• Proficiency in SAP modules relevant to customer service, such as SAP and CRM.
• Advance knowledge of Microsoft Word/Excel/PowerPoint and Outlook essential.
• Fast learner and good team player.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionCustomer Service and Other
• IndustriesWholesale Appliances, Electrical, and Electronics and Appliances, Electrical, and Electronics Manufacturing

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