Customer Service Team Leader of Excellence

2 weeks ago


Artarmon, New South Wales, Australia Bayside Group Full time

At Bayside Group, we are seeking a seasoned Customer Service Team Leader to spearhead our Customer Service team. This pivotal role focuses on delivering exceptional service to customers, service partners, and internal staff while serving as the primary point of contact for escalated issues. As a key member of our team, you will be responsible for managing, coaching, and mentoring our customer care representatives, ensuring a high standard of customer service is consistently maintained.

The ideal candidate will be responsible for:

  • Implementing best practices in day-to-day processes and people management, including scheduling, motivation, performance management, coaching, and development of customer care representatives.
  • Monitoring, reporting, and troubleshooting all inbound and outbound calls, emails, cases, chats, social media interactions, and complaints.
  • Ensuring your team consistently provides excellent customer service while maintaining a friendly and professional rapport with customers.
  • Overseeing team achievement of SLAs, KPIs, and targets throughout the customer journey, with a focus on First Contact Resolution and Customer Satisfaction.
  • Staying updated on product knowledge and policy changes through briefings, training, and knowledge management systems.
  • Collaborating with internal teams to enhance the customer experience by sharing insights and strategies.
  • Staying informed about developments in the contact centre and EV industries to effectively incorporate best practices into operations.

Qualifications & Experience:

  • Proven experience in leading a team and managing complaints effectively within a call centre environment.
  • Skilled in collating data into comprehensive reports, demonstrating advanced communication and writing abilities.
  • Tech-savvy with a strong track record of fostering a customer-centric culture.
  • Experience with external ombudsman bodies – ACCC, NCAT/VCAT/QCAT, etc.
  • Exposure to EV vehicles and technology, familiarity with Salesforce CRM and Genesys phone systems are an added advantage.

Attractive remuneration, including a salary range of $80,000 - $110,000 per annum, depending on experience, plus health and well-being initiatives, lifelong learning and career development opportunities, and a dynamic, inclusive, and sustainable working environment.

We offer a competitive benefits package, including attractive remuneration, health and well-being initiatives, lifelong learning and career development opportunities, and a dynamic, inclusive, and sustainable working environment. If you are a motivated and experienced customer service professional, please submit your application.



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