Customer Care Team Leader

2 days ago

Chullora, Australia Fantastic Furniture Full time

Are you passionate about delivering exceptional customer service and leading a dynamic team to success? Join Fantastic Furniture as our Customer Care Team Leader and make a real difference in the lives of our customers.

**About Fantastic Furniture**: Fantastic Furniture is a leading furniture retailer, known for its great value and contemporary designs. We take pride in our commitment to delivering outstanding customer service and building lasting relationships with our customers.

**The Role**:
As the Customer Care Team Leader, you will be based in our Chullora office and report directly to the Customer Care Manager. This is a permanent full-time position where you will be responsible for leading the Customer Care Team to ensure excellence in customer service delivery. Your main focus will be on meeting agreed Service Level Agreements (SLAs) and maintaining defined quality standards for all work produced by the team.

**Key Responsibilities**:

- Lead and develop a team of enthusiastic customer service advisors, promoting a culture of continuous improvement and engagement.
- Utilize data insights to drive improvements, optimize team performance, and enhance customer experiences.
- Take charge of creating and updating Standard Operating Procedures to streamline operations and maintain high-quality service interactions.
- Collaborate with stakeholders to establish and nurture positive relationships and ensure operational targets are achieved.
- Demonstrate exceptional problem-solving and dispute resolution skills to handle customer concerns effectively.
- Utilize your high analytical ability to make data-driven decisions and set and achieve team goals.
- Manage the employee lifecycle, from hiring and onboarding to training and development.

**Requirements**:

- Proficiency in Zendesk, logistics, and warehouse systems.
- Proven ability to use data to enhance workforce management, customer, and employee experiences.
- Excellent written and verbal communication skills.
- A proactive, hands-on leader with strong planning and prioritization abilities.
- An understanding of the customer and merchant life cycle would be advantageous.

**Why Join Fantastic Furniture**:

- Be part of a passionate team dedicated to delivering excellent customer service.
- Drive a culture of continuous improvement and make a positive impact on our customers' lives.
- Enjoy a friendly and supportive team environment.
- Work with a company that values solutions-focused and customer-centric individuals.

If you are a proactive, data-driven leader who is passionate about delivering exceptional customer experiences, then we want to hear from you
To apply, please send your updated resume and a cover letter outlining your relevant experience and how you would contribute to our Customer Care Team.

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