Customer Support Team Leader

3 weeks ago

Melbourne, Australia i motor Full time

**Company Description** Are you ready to be a big part of something big?**

At carsales, we're all about making buying and selling a great experience. For 25 years we’ve been evolving with the new economy to help people choose how they move today and tomorrow.

When it comes to your career, we want to provide big opportunities to help you make a big impact. But for this to be possible, we strive to feel small. Small enough to quickly change tack, small enough to learn from different departments and small enough to connect authentically with leadership.

Not something you’d expect from one of the country’s biggest tech companies, is it?

And one of the best parts? We give you the autonomy to choose the working location that best suits your lifestyle - Office, Hybrid or Anywhere.

i-Motor, as part of carsales, provides website solutions both here in Australia and internationally, to automotive OEM's & dealers, as well as dealers in other industries including caravans, bikes, boats, trucks and equipment.

It has achieved excellent growth since its creation fifteen years ago and currently has a team of 40+ employees managing 1,800+ websites.

**What’s on offer**
- A place where you can move your career forward, where you’ll be continuously backed to make new ideas happen, and the chance to do work that makes real, significant impact in the world.
- A place where you can move your career forward and where you’ll be continuously backed to make new ideas happen.
- The support of a highly engaged, high-performing team.
- A wide range of benefits such as 22 weeks paid parental leave for primary caregivers, four weeks paid secondary caregivers leave, and six weeks paid gender affirming care leave.
- We’re proud to be recognised as one of Australia’s Best Workplaces by Great Place to Work®, an AFR BOSS Best Place to Work, a Family Friendly Workplace, and WGEA Employer of Choice for Gender Equality.

**Job Description** What you’ll do**
- Develop and support solutions that deliver the service levels required to provide exceptional customer service, in order to stimulate customer retention and generate additional opportunities.
- Collaborate and connect with all internal and external customers; instructing, mentoring, and training team members to develop robust departmental systems, policies, and procedures to sustain a high level of service to all sectors.
- Lead by example and foster strong communication with stakeholders and departments and identify areas of improvement.
- Accurately maintain products across multiple platforms and CRM systems including both dealer and OEM content, ensuring compliance and timeliness.
- Understand and agree the activities of the Customer Support team by assessing and assigning workflow, confirming priority and timelines, plus providing clarity of task.
- Support in the management of team productivity and motivate team members to achieve team targets and KPI's.
- Be the escalation point of contact, in conjunction with technical support, for clients and internal departments and ensure follow-up with stakeholders.

**Qualifications** What are we looking for?**
- Demonstrated inclusive and interpersonal attributes that connect you to our behaviours (we change the game, we own it, we step in, we are curious, we don’t take ourselves too seriously).
- Demonstrated experience as a team leader or supervisor with the ability to develop relationships and maintain a disciplined and process-oriented approach to their daily tasks.
- Drives a pragmatic approach to conflict resolution, problem solving, decision making and can manage balancing multiple priorities.
- Excellent interpersonal skills to establish and nurture positive relationships with different stakeholders.
- Expertise in understanding customer requirements and deliver an excellent level of service while working within a team to design and implement creative solutions to problems.
- Strong computer literacy and data entry skills, plus an intermediate understanding of HTML5 & CSS3 and Adobe Photoshop.
- Understand and provide advice on technical issues, plus can translate them to a non-technical audience.
- Lead with strong organisational skills, motivate and guide the team's direction, with a high level of commercial awareness.

**Additional Information** A few other things we want to let you know about...**
- We know how important keeping that balance between work/life is and have a range of flexible working options on offer, including part time work. We are open to this conversation during our recruitment process - if you want to know more just ask.
- We are a proud Circle Back Initiative Employer which means we are committed to responding to every job applicant.

So come and join our team - because every role is a big role in our plans to go big.

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