Establishing Excellence in Customer Experience

3 days ago

Perth, Western Australia beBeeExcellence Full time $90,000 - $120,000
Customer Service Team Lead

We are seeking a seasoned professional to lead our customer service team and drive excellence in delivering exceptional customer experiences.

This is a key role within our organization, responsible for leading a high-performing team of customer service representatives. The ideal candidate will have a proven track record of leadership and customer service experience, with the ability to inspire and motivate their team to achieve outstanding results.

  • Key Responsibilities:
  • Lead and develop the customer service team to achieve individual and collective targets
  • Provide coaching and mentoring to support career development and improve performance
  • Address customer complaints promptly and effectively to ensure a positive outcome
  • Manage escalations and ensure relevant departments are involved
  • Liaise with sales teams to maintain and grow customer base
  • Monitor day-to-day operations to ensure execution of strategies and initiatives
  • Action customer requests in a timely manner within allocated timeframes
  • Engage with customers, suppliers, and sales teams to cultivate strong relationships
  • Seek opportunities to improve the level of service offered to customers

Requirements:

  • Proven experience in customer service management, preferably in manufacturing or related industries
  • Demonstrated ability to service customers beyond expectations, focusing on meeting and surpassing customer needs
  • Strong leadership and interpersonal skills to motivate and develop team members
  • Experience working to and achieving KPIs/targets
  • Able to influence and negotiate with key stakeholders in a fast-paced environment
  • Able to demonstrate empathy and resilience in difficult situations
  • Excellent communication skills with the ability to listen and relate well to others
  • Strong computer literacy and ability to use multiple applications while engaging in conversations

What We Offer:

  • Five weeks annual leave
  • Employee rewards program
  • Various health and wellbeing discounts
  • Employee Assistance Program

About Us:

We recognize that our differences are our strength. We encourage applications from individuals who share our values and are committed to delivering exceptional customer experiences.

We strive to create a workplace where everyone flourishes – our people, partners, customers, and the planet.

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