Customer Service Team Lead for Energy Sales

1 day ago


Melbourne, Victoria, Australia Sales Mate Group Full time

About Us:

Sales Mate Group is a sales, marketing and BPO specialist with over 20 years of experience across various industries. We have partnered with leading companies in Australia.

Our core values are built around quality relationships and interactions with our people, partners and customers. We love the products we represent and always have each other's back.

The Opportunity:

We are seeking a Customer Service Team Lead to lead our call centre team. The ideal candidate should have experience as a Team Leader, be a customer service expert and possess knowledge of the energy industry.

This will be a Full Time role where you will manage our Call Centre Team responsible for acquiring customers for our clients through inbound and outbound call centre activity. Your primary focus will be on delivering exceptional customer experiences while ensuring all interactions are positive.

Additional flexibility and confidence will be required as we may add new clients and products to our tele sales suite.

Key Responsibilities:

  • To motivate and guide our call centre team
  • Monitor individual performance, provide coaching and development training to call centre agents
  • Review and enhance existing systems to deliver an outstanding customer experience
  • Manage post-sale processes prioritising customer satisfaction and modifying processes as needed
  • Find solutions for various customer situations and document incidents within our internal database
  • Liaise with clients regarding customer dissatisfaction and provide feedback on service improvements
  • Ensure adherence to our capability and compliance best practice framework
  • Analyse performance data and report to relevant stakeholders

About You:

  • High human relations skills
  • Excellent negotiation skills
  • Personal commitment, enthusiasm and energy
  • Tech proficiency with access to a computer and ability to work from home
  • Availability Monday to Friday between 10:30am and 7:00pm and Saturdays between 11am and 5pm
  • Self-motivated

What We Offer:



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