Team Lead

3 weeks ago

Melbourne, Victoria, Australia WEX Australia Pty Ltd Full time

About the Role

We're seeking a dynamic Team Leader to lead a multilingual team to deliver exceptional support to our customers and merchants across various regions. Based in Melbourne, you will oversee daily operations, ensuring service excellence and putting the customer at the center of everything we do.

As a Team Leader, you'll play a key role in developing your team, setting clear expectations, aligning team goals with the broader business objectives, and fostering a positive, inclusive work environment where individuals feel valued and supported.

Key Responsibilities

  • Lead a customer support team, ensuring high-quality service across phone, email, and chat channels.
  • Monitor team performance, meeting key performance indicators (KPIs) and identifying opportunities for improvement.
  • Collaborate with internal teams to resolve complex customer and merchant issues efficiently.
  • Drive operational excellence through process improvements, optimizing resources to consistently meet service level agreements (SLAs).
  • Foster a culture of continuous improvement by encouraging team members to provide feedback and contribute ideas for service and process enhancements.
  • Recruit, onboard, and develop team members, coaching them for success and supporting their career growth within the organization.

What You Bring

  • Proven experience leading a team in a call center environment, ideally in financial services or payment processing.
  • Fluency in Cantonese, Mandarin, and English (written and spoken).
  • Strong problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment.
  • Excellent communication and customer service skills, with a focus on fostering collaboration.
  • Experience using CRM systems and other relevant software tools.

Why Work with Us?

  • Lead a talented, multilingual team and make a meaningful impact on customer satisfaction.
  • Be part of a Global company that values collaboration, innovation, and leadership development.

Working Hours

Shifts between 11:45 AM - 8:00 PM and 12:45 PM - 9:00 PM (during daylight savings), aligned with operations across multiple regions.

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