Customer Service Team Leader

2 weeks ago

North Sydney, Australia Page Personnel Full time

Hybrid work arrangements, 2 days WFH
- Competitive salary plus great company benefits

**About Our Client**:
Their mission is to elevate spirits and create memorable experiences through their brands. They value bravery, bold thinking, and customer obsession to achieve this vision. As disruptors in the liquor industry, they are known for their unique and entrepreneurial approach.

Team Management:

- Lead and manage a team of customer service representatives, ensuring they are well-trained, motivated, and equipped to deliver outstanding service.
- Set performance goals, conduct regular coaching sessions, and provide feedback to team members to foster continuous improvement.
- Monitor team performance metrics and take proactive measures to address areas of improvement and recognize outstanding achievements.

Customer Support:

- Handle escalated customer issues promptly and effectively, finding suitable solutions and ensuring a high level of customer satisfaction.
- Utilise customer feedback to identify trends and address systemic issues, working collaboratively with other departments to implement improvements.

Process Improvement:

- Identify opportunities to streamline processes and improve efficiency within the customer service department.
- Collaborate with other departments, such as sales and marketing, to ensure smooth interactions and seamless customer experiences.
- Analyze customer service data to identify trends and areas for improvement, then develop and implement strategies to enhance service quality.

Training and Development:

- Conduct training sessions for new and existing team members to ensure they have the necessary skills and knowledge to excel in their roles.
- Stay up-to-date with industry best practices and provide ongoing training and professional development opportunities for the team.

Performance Reporting:

- Generate regular reports on team performance, customer satisfaction, and key performance indicators (KPIs) for management review.
- Utilise data to assess team performance, identify challenges, and recommend actionable solutions.

**The Successful Applicant**:
**What's on Offer**:

- Summer Fridays, finishing work at 3 pm
- Work from home two days per week
- Enjoy staff discounts and/or benefits
- Positive work culture and supportive working environment
- Conveniently located close to North Sydney train station

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