Team Lead

1 week ago

Sydney, New South Wales, Australia beBeeService Full time $100,000 - $150,000
Job Title:

Service Excellence Manager

Job Description:

As a Service Excellence Manager, you will lead a high-performing customer experience team. The role involves coaching and motivating the team to deliver world-class service to customers, partners and stakeholders.

Key Responsibilities:
  • You will become an inspiring brand ambassador for your company and vision.
  • Provision of scheduling, briefing updates, case routing, performance management and coaching of Customer Engagement Advisors.
  • Ensure respect and excellence in customer service while building friendly and professional rapport with customers.
  • Work closely with support functions from headquarters as required.
  • Provide operational process libraries ensuring Customer Engagement Advisors have access to latest product information and systems.
  • Foster professional relationships with customers on their buying process via online portals.
  • Respond effectively to social media interactions in line with company protocols.
Required Skills & Qualifications:
  • Previous experience with quality assurance frameworks and associated coaching programs is highly advantageous.
  • Superb verbal communication and excellent writing skills.
  • Experience in contact centre environments, email case management and strong data analysis skills.
  • Experience with live chat case handling, well-developed technical skills and advanced Microsoft Office abilities.
What We Offer:
  • A competitive remuneration package.
  • A dynamic, collaborative and respectful working environment.
  • Structured learning and career development opportunities.

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