Customer Service Team Lead

2 weeks ago

Adelaide, South Australia beBeeServiceDelivery Full time $90,000 - $110,000

We are seeking an experienced Service Delivery Manager to lead our customer service team.

Key Responsibilities:

  • Develop and implement strategies to enhance the overall customer experience, aligning with business objectives.
  • Evaluate and optimize customer service processes and procedures to improve efficiency.
  • Collaborate with cross-functional teams to align processes and improve the overall customer service experience.
  • Design and deliver comprehensive training programs for customer service representatives to ensure they possess the necessary skills and knowledge.
  • Provide ongoing coaching and support to enhance team members' capabilities and performance.

Accountabilities:

  • Lead, develop, and assure the quality of a high-performing team, ensuring commercial outcomes and high levels of customer satisfaction.
  • Continuously improve customer service operations, identifying areas for enhancement and implementing customer-centric solutions.
  • Monitor and analyze metrics and KPIs, generating reports and providing insights to senior management to drive performance improvements.

Requirements:

  • Bachelor's degree or equivalent in business administration, operations management, or a related field.
  • Proven experience in customer service management in a commercial setting.
  • Strong knowledge of customer service principles and best practices, with a focus on delivering exceptional customer experiences.
  • Excellent communication and interpersonal skills, with the ability to build and maintain relationships with customers and internal stakeholders.

Candidate Profile:

The ideal candidate will have experience working in a multicultural and offshore environment, with a strong understanding of hardware and software products, as well as data analytics and reporting. They will be proficient in using customer service management software and tools, and possess excellent analytical and problem-solving skills.

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