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Energy Industry Call Centre Team Leader

4 weeks ago

Melbourne, Victoria, Australia Sales Mate Group Full time
Customer Service Manager Role at Sales Mate Group

About Us: As a sales, marketing and BPO specialist with over 20 years of experience, Sales Mate Group brings a wealth of knowledge to the table. We have partnered with some of Australia's biggest names across various industries.

We value quality relationships and interactions with our people, partners, and customers. Our mission is to provide exceptional customer experiences.

The Opportunity: We are seeking an experienced Customer Service Manager to lead our call centre team. The ideal candidate will have team leader experience, be a customer service expert, and have extensive knowledge of the energy industry.

This is a Full Time inbound & outbound role where you will be responsible for managing our Call Centre Team that proactively acquires customers for clients. Your primary focus will be on providing excellent customer service, selling products, and ensuring all interactions are positive.

You will need flexibility and confidence in your day-to-day role as additional clients and products may be added to our tele sales suite.

Key Responsibilities:

  • Lead and motivate our call centre team
  • Monitor individual performance and provide coaching/development training
  • Review and enhance systems and processes for exceptional customer experiences
  • Manage after-sale processes to ensure customer satisfaction
  • Find resolutions for customer situations and document incidents
  • Liaise with clients regarding customer dissatisfaction
  • Adhere to Sales Mate's capability and compliance best practice framework
  • Analyse performance data and report to relevant touchpoints

About You:

  • High level of human relations skills
  • Developed negotiation skills
  • Personal commitment, enthusiasm, and energy
  • Technical proficiency and ability to work from home
  • Availability Monday to Friday, between 10.30am to 7.00pm and Saturday's between 11am to 5pm
  • Self-motivated

What We Offer:

  • Hourly rate + Short term incentives + Superannuation
  • A flexible work arrangement – working from home
  • Cloud technology solutions for your home office setup
  • $73,309 Annual Salary