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Customer Service Team Leader

2 months ago

Melbourne, Victoria, Australia Fletcher Building Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at our Cheltenham site. As a key member of our Customer Experience team, you will be responsible for leading and developing a team of Customer Service Representatives to deliver exceptional customer experiences.

Key Responsibilities
  • Lead and manage a team of Customer Service Representatives to achieve customer satisfaction and service level targets.
  • Develop and implement customer-centric strategies to drive business growth and improve customer engagement.
  • Collaborate with cross-functional teams to identify and resolve customer issues and improve overall customer experience.
  • Monitor and analyze customer feedback and metrics to inform business decisions and drive continuous improvement.
  • Coach and develop team members to achieve their full potential and improve customer service skills.
Requirements
  • Proven experience in customer service leadership and management, preferably in a contact centre environment.
  • Strong customer-centric approach and ability to drive customer satisfaction and loyalty.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and team members.
  • Ability to analyze data and metrics to inform business decisions and drive continuous improvement.
  • Strong coaching and development skills, with the ability to develop and motivate team members.
What We Offer
  • A dynamic and supportive work environment with opportunities for growth and development.
  • A competitive salary and benefits package.
  • The opportunity to work with a leading company in the Australian manufacturing industry.