Customer Service Manager Role

1 week ago

Gold Coast, Queensland, Australia beBeeCustomerService Full time $80,000 - $120,000
Job Title:

Customer Service Team Lead

We are seeking an accomplished and motivated leader to join our dynamic team of customer service professionals. As a key member of the call centre operations, you will play a pivotal role in ensuring exceptional service delivery and customer satisfaction.

This position involves overseeing a team of customer service representatives, providing guidance, support, and performance feedback to optimize their productivity and effectiveness. You will be responsible for monitoring call centre operations, including call volume, response times, and service levels, to ensure targets are met or exceeded.

Your primary objectives will include developing the skills and knowledge of the customer service team members through regular coaching and training sessions. Additionally, you will handle escalated customer inquiries or complaints and provide timely resolutions to ensure customer satisfaction.

You will also implement and enforce customer service policies, procedures, and best practices to maintain consistent service quality. Furthermore, you will analyze call centre metrics and generate reports on team performance, identifying areas for improvement and implementing appropriate strategies.

Apart from this, you will collaborate with other departments to address customer-related issues and contribute to the overall improvement of customer experience.

Requirements:

To succeed in this role, you will need prior experience in a customer service supervisor or team lead position within a call centre environment. A proven track record of successfully managing a team and achieving performance targets is essential.

In addition, you will require strong leadership and interpersonal skills, with the ability to motivate and inspire a team. Excellent communication skills, both written and verbal, are also necessary. Your solid understanding of call centre operations and customer service principles will enable you to effectively manage the team and deliver results.

Able to handle difficult customer interactions with empathy and professionalism, you will be an integral part of our team. If you possess these qualities and are looking for a challenging and rewarding opportunity, we encourage you to apply.

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