Customer Service Leadership Role

1 week ago

Perth, Western Australia beBeeCustomerService Full time $103,680 - $117,150

Job Overview

We are seeking an experienced and motivated Customer Service Supervisor to lead a team of customer service officers.

Key Responsibilities:

  • Lead and coach a team of high-performing customer service officers to provide proactive and responsive high-quality customer support.
  • Plan, prioritize, resource, and delegate work tasks to ensure the proper functioning of the department in a cost-effective way while ensuring high-quality customer service.
  • Handle complex and escalated customer service issues and use appropriate communication channels to further escalate and/or address to ensure customer satisfaction.
  • Work across functions (Account Management, New Business, Operations) to ensure customer service requirements are understood, planned, and resourced during the onboarding period and ongoing.
  • Ensure all customer queries/tickets, proactive reporting, and tickets are actioned in a timely manner and within KPIs - in line with work processes and guidelines.
  • Lead and coach your team to deliver KPIs, ticket, and call quality and data integrity within the company CRM and telephony system.
  • Actively encourage your team to provide feedback and ideas with a focus on continuous improvement.
  • Undertake employee leadership and management, including recruitment, team development, 1:1s, succession planning, and the delivery of performance reviews and support to drive ongoing team member professional development.
  • Ensure the team is trained across all customer service functions and equipped to provide support for other CS teams if required.
  • Attend and participate in daily Customer Service and Operational stand-up meetings.
  • Develop and guide your team to develop effective and positive working relationships with all internal and external stakeholders.
  • Complete all reports, including but not limited to; daily team member KPI performance, tickets, discrepancies, management, and operational reporting.

Requirements:

  • Background in and understanding of the transport industry.
  • Professional experience in customer service.
  • Experience working with customers via email and telephone, with the ability to maintain professionalism and sensitivity on all correspondence.
  • Past experience working with a CRM preferred.
  • Good PC skills, experience in Microsoft Office suite, and/or transport management system.

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