Customer Service Team Leader

5 months ago

Sydney, Australia OneStop Full time

**Why choose OneStop?**

Established in Sydney in 2002, OneStop has grown to support organisations across the globe, connecting people, goods & technology.

Our mission is to deliver seamless, secure, real-time data fuelled connections that power the logistics of delivery. We strive to modernise the movement of goods and provide supply chain participants with the best on the go IT solutions and services.

**At OneStop we**:

- Promote a positive work-life balance, primarily working from home in an ultra-hybrid model.
- Support working from home with a one-off payment to set up your home office.
- Offer the flexibility to work from anywhere, for one month per year.
- Provide ongoing training, development & career opportunities.
- Are a team of customer centric, agile innovators.
- Have regular all staff collaboration days.

At OneStop we want you to bring your true self to work. We are energised by our individuality, unique perspectives, and differing experiences. We believe that all team members should feel valued, respected, and safe irrespective of their sex, marital status or pregnancy, race, age, sexual orientation, gender history, religious or political beliefs, impairment, family responsibility or family status.

We champion a “safe to fail” environment in which we learn from each other, share ideas, and are guided by our OneStop values of:
**We Are Purposeful - We Make Things Simple - We Are Inventive - We Achieve Together**

**The opportunity at OneStop**

The Customer Service Team Leader will work closely with the Senior Customer Operations Manager to ensure the highest level of customer service is delivered across all OneStop platforms. They will support our team of Customer Service Representatives locally and enable them to provide an exceptional 24/7 customer service environment. They will also work towards exceeding our SLA targets and look for new ways to continuously improve our customer service processes.

**As Customer Service Team Lead, you will**:

- Supervise the day-to-day operation of the local customer service team.
- Analyse, monitor and report on KPIs related to service delivery and customer satisfaction.
- Assess weekly statistics and identify opportunities to create new metrics, tools, or reporting that support continuous improvement.
- Liaise with the Product Support, Customer Engagement and Development teams regarding any customer service escalations.
- Create and maintain effective customer service procedures, systems, policies, and standards.
- Maintain accurate records and document all customer service activity and discussions from the weekly team meetings.
- Manage and support key VIP customer tickets and BAU support issues.
- Manage the team roster to ensure coverage of operations.
- Coach, motivate and lead the Customer Service team to deliver a high standard of customer service.
- Make sure the customer is at the heart of everything we do.

**What will you bring to the role?**
- 5+ years of demonstrated customer service and IT support experience, preferably in a 24/7 environment.
- 3+ years of team leader or management experience.
- Excellent communication skills, both written and verbal; with the ability to engage with stakeholders at all levels internally or externally
- Strong analytical skills with the ability to collect, organise, analyse, and disseminate significant amounts of information with attention to detail and accuracy.
- Excellent leadership, decision-making, problem-solving and interpersonal skills.
- Good understanding of management practices and techniques is ideal.
- Ability to collaboratively engage employees particularly in a remote workforce.
- Tertiary qualifications in Business Administration or equivalent experience in Customer Service Management.
- Knowledge of the freight & logistics or supply chain industry is an advantage.

OneStop’s office is currently based in Redfern, but we are moving to a fantastic new Sydney CBD office within the next few months

Please note that while OneStop offers a highly flexible working environment, our employees must be based in Sydney or live within a reasonable commuting distance of our Sydney office.

**Agencies - Please note that we are recruiting for this position directly and will not be engaging agency partners or accepting resumes.**

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