Customer Service Team Lead

1 month ago

Sydney, New South Wales, Australia FourQuarters Recruitment Full time
About the Role

We are seeking an experienced and dynamic Customer Service Manager to lead a team of customer service agents, ensuring exceptional customer support and driving team performance to meet company standards and legislation.

Key Responsibilities
  • Lead and manage a team of 17 customer service agents to ensure high-quality service and resolution of customer enquiries.
  • Provide ongoing coaching, training, and support to team members to enhance their skills and knowledge of processes and systems.
  • Set and communicate clear performance goals, ensuring individual and team targets are met or exceeded.
  • Handle escalated customer issues or complaints, providing timely and satisfactory resolutions in line with company policies.
  • Collaborate with internal departments to ensure seamless communication and process improvement across the customer journey.
  • Monitor key performance indicators (KPIs) such as average handling time, first-call resolution, and customer satisfaction scores, implementing strategies to improve team metrics.
  • Foster a positive, collaborative, and motivating work environment, ensuring team engagement and adherence to company values.
Requirements
  • Proven experience as a Customer Service manager leading a big team.
  • Excellent communication, leadership, and coaching skills, with the ability to lead a large team effectively.
  • Experience of using SAP is essential.
  • Proficiency in using customer service software, contact centre platforms, and communication tools.
  • Strong analytical skills to monitor and interpret KPIs, identifying areas for team improvement.
  • An absolute passion for customer service and making each encounter best in class.
What We Offer
  • Integral role for growth plans and the ability to put your own stamp on the whole of the contact centre function.
  • Career growth opportunities.
  • Agile work environment.
  • Paying $140-160k plus super plus bonuses.
  • This is an exciting opportunity for a driven individual to lead a remote customer service team in delivering outstanding service to our valued customers.

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