Customer Service Team Lead

1 week ago

Melbourne, Victoria, Australia SMAART Recruitment Full time

Our client, a well-established Australian-owned business in the wellness industry, is seeking a talented Customer Service Team Leader to spearhead their customer service efforts. With a strong focus on growth and international expansion, this is an exciting opportunity for a motivated individual to join a dynamic team.

This role presents a unique chance to step into a leadership position within a company that values positivity, growth, and high performance. As a Customer Service Team Leader, you will be responsible for leading a small team to deliver exceptional customer experiences. Your key responsibilities will include coaching and mentoring your team, managing key performance metrics, resolving customer escalations, and identifying areas for process improvement.

The Role

  • Lead a high-performing customer service team to consistently meet and exceed KPIs.
  • Provide live coaching during customer interactions to improve skills and achieve goals.
  • Conduct weekly one-on-ones to assess team performance and identify areas for improvement.
  • Manage customer escalations and ensure the best customer outcomes.
  • Identify and drive improvements to processes and workflows.
  • Oversee team performance management, including the development of Performance Improvement Plans (PIPs).
  • Ensure compliance with company policies, processes, and frameworks.
  • Support and mentor the 2IC in leadership responsibilities.
  • Contribute to a positive customer journey, driving reviews and customer satisfaction.

About You:

  • A minimum of 2-4 years of leadership experience in a call centre or operational environment.
  • A passion for delivering outstanding customer experiences.
  • Excellent communication and interpersonal skills.
  • The ability to manage multiple priorities and perform under pressure.
  • A positive attitude with a solutions-focused mindset.

Why This Opportunity?

  • An attractive salary package of $80,000 - $90,000 per annum, plus superannuation.
  • Incredible perks, including free daily massages, regular team lunches, and exciting company events.
  • An amazing culture, characterized by a fun, vibrant, and supportive team environment.
  • Career growth opportunities, as part of a business with big expansion plans locally and internationally.
  • A South Melbourne office location, offering easy access to public transport and amenities.

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