Customer Service Leadership Opportunity

1 week ago

Sydney, New South Wales, Australia beBeeEmpathy Full time $110,000 - $145,000
Lead Customer Care Specialist

The role of Lead Customer Care Specialist is to provide exceptional service to customers experiencing financial hardship, ensuring the best possible outcome for both the customer and the organization.

This position requires a deep understanding of financial hardship and vulnerability triggers to effectively support customers and refer them to relevant departments as needed.

Key Responsibilities:

  • Lead and develop a team through regular feedback and coaching, providing training where necessary.
  • Manage complex customer cases, escalated issues, and provide timely resolution with professionalism and empathy.
  • Identify strategies to improve processes and procedures that enhance quality of service.
  • Complete ad-hoc responsibilities and broader team operations relating to planning, forecasting, and reporting.
  • Ensure compliance, risk, and regulatory requirements are always met.

Requirements:

  • Proven leadership with skills in coaching, mentoring, and engagement.
  • Strong experience in a collections environment or similar role.
  • Strong written and verbal communication skills to influence and defuse difficult conversations.
  • Sound understanding of organizational systems.
  • Demonstrate empathy and resilience in a regulated and fast-paced environment.

Our Commitment to Diversity and Inclusion:

We strive to create an inclusive environment where all colleagues feel valued and appreciated for being their authentic selves. We are committed to providing an environment where you can work your way.

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