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Customer Service Supervisor

2 months ago

Southport, Australia BGIS Full time

We are seeking an experienced and motivated Customer Service Supervisor to join our dynamic call centre team. As a Customer Service Supervisor, you will play a crucial role in managing and leading a team of customer service representatives, ensuring exceptional service delivery and customer satisfaction.

This role is based at the **Gold Coast, QLD.**

**Responsibilities**:

- Supervise a team of customer service representatives, providing guidance, support, and performance feedback to maximize their productivity and effectiveness.
- Monitor call centre operations, including call volume, response times, and service levels, to ensure targets are met or exceeded.
- Conduct regular coaching and training sessions to develop the skills and knowledge of the customer service team members.
- Handle escalated customer inquiries or complaints and provide timely resolutions to ensure customer satisfaction.
- Implement and enforce customer service policies, procedures, and best practices to maintain consistent service quality.
- Analyze call centre metrics and generate reports on team performance, identifying areas for improvement and implementing appropriate strategies.
- Collaborate with other departments to address customer-related issues and contribute to the overall improvement of customer experience.
- Stay updated with industry trends, technologies, and customer service practices to suggest innovative ideas for process improvements.

**Requirements**:

- Previous experience in a customer service supervisor or team lead role within a call centre environment.
- Proven track record of successfully managing a team and achieving performance targets.
- Strong leadership and interpersonal skills with the ability to motivate and inspire a team.
- Excellent communication skills, both written and verbal.
- Solid understanding of call centre operations and customer service principles.
- Ability to handle difficult customer interactions with empathy and professionalism.
- Proficiency in using customer service software, CRM systems, and other relevant tools.
- Experience in Facilities Management

**Why Join Us / Benefits**:

- Opportunity to work in a dynamic and supportive team environment.
- Competitive salary and comprehensive benefits package.
- Professional development and growth opportunities.
- Work-life balance with flexible working hours.
- Employee Recognition Program
- Excellent Company Benefits
- Paid Parental and Volunteer Leave
- Donation Matching and much more
- Collaborative work environment: Join a supportive team that values innovation, collaboration, and continuous improvement.

**BGIS **has over 8500+ employees globally, we are a leader in the provision of facility management, project delivery, energy and sustainability, asset management, workplace advisory, real estate, and technical services. We are focused on delivering innovative service solutions for our clients.

Our organisation manages more than 30,000 facilities, including corporate offices, universities, schools, hospitals and stadiums, and we are regarded as a world leader in the management of data centres and other critical environments. Our clients come from a diverse range of sectors, such as Defence, Healthcare, Government, Higher Education and Utilities.

BGIS, we value diversity and are committed to creating an inclusive and safe work environment for all employees, we have passion for sustainability and drive for innovation.

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