Customer Care Team Leader ANZ
4 weeks ago
Join to apply for the Customer Care Team Leader ANZ role at RS Asia Pacific
The CS Team Leader will oversee the Premier/Corporate Customer Services team, ensuring high-quality service delivery for our customers in Australia and New Zealand. This role involves managing daily operations, fostering team development, and driving continuous improvement in customer service standards.
Responsibilities- Provide guidance and oversight for the Premier/Corporate Customer Services team.
- Manage day-to-day operations to maintain a 24-hour SLA on all inquiries.
- Handle escalated issues and ensure satisfactory resolutions within agreed timeframes.
- Act as interim manager of the customer care team in the absence of the Customer Care Manager.
- Develop team members through training, coaching, and performance reviews.
- Foster a positive team environment that encourages motivation and collaboration.
- Ensure cross-training within the team to meet diverse customer expectations.
- Ensure accurate processing of customer quotations, orders, and confirmations within a 24-hour SLA.
- Actively promote continuous improvement in customer service practices.
- Meet and exceed sales targets aligned with the ANZ Sales Plan.
- Oversee call management systems, including call queues and response times.
- Monitor and report on key performance indicators (KPIs) and customer satisfaction metrics, including NPS.
- Provide regular updates to the ANZ Management team on sales performance and KPI achievement.
- Participate in management meetings to contribute to strategic initiatives.
- Evaluate and enhance sales processes for the Premier/Corporate customer segment.
- Ensure customer data integrity and confidentiality are maintained.
- Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation.
- Experience in delivering client-focused solutions based on customer needs specific to their type of business and internal processes.
- Proven ability to analyse information quickly and to problem solve and think strategically, position and formulate appropriate recommendations.
- Ability to seek ways to continuously improve external and internal customer satisfaction with product or service quality and on-time delivery.
- Proficient in the use of SAP, Microsoft Office Suite and Genesys system.
- Ability to work as part of a group of people, working toward solutions which generally benefit all involved parties.
- Previous experience in Customer Service Centre business is vital.
- An informal yet committed and pragmatic approach.
- Driven and ambitious, but with an ability to execute short- and long-term approaches to achieving these goals.
- Charismatic and high levels of enthusiasm and energy.
- High level of commercial acumen
- Strong technical/financial aptitude, analytical, problem solving, decision-making, time management and interpersonal skills.
- Ability to empathise with and learn from the technical expertise and commercial experience from peers and colleagues at all levels.
- Positive outlook to the future for opportunity and constantly challenges the status quo.
- Experienced in managing through change and not afraid to make unpopular decisions.
- Personable, but with an edge; enthusiastic, team-oriented and able to lead by example.
- Mid-Senior level
- Full-time
- Information Technology
- Appliances, Electrical, and Electronics Manufacturing
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