Customer Service Lead

4 days ago


City of Yarra, Australia Gjkfacilityservices Full time

At GJK Facility Services, we are a leading provider of facility services committed to delivering better experiences and outcomes for our customers and people.

We are currently seeking a skilled Call Centre 2IC to join our Customer Service Centre/Help Desk Team in Collingwood, VIC. This is a full-time role based on-site.

The successful candidate will oversee the daily operations of the help desk/call centre, ensuring smooth and efficient service delivery to internal and external stakeholders. They will monitor key performance indicators (KPIs) and implement strategies to meet or exceed performance targets.

This role involves managing and overseeing multiple clients' work orders, maintenance requests, and assisting internal and external customers as required. The ideal candidate will have experience in a large volume call centre/help desk management or a similar role.

Responsibilities include building, mentoring, and driving a high-performing Customer Service Team, developing and implementing operational policies and procedures, ensuring customer service standards are met or exceeded, addressing escalated customer issues, and providing effective resolution.



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