Customer Care

2 weeks ago

Wacol, Australia Sealy of Australia Full time

**The company**:
We are Sealy of Australia - the market-leading manufacturer of premium sleeping solutions throughout Australia and the Asia Pacific.

In business since 1923, we have partnered with our national network of retailers to help millions of people achieve better sleep. Our pursuit of refining and advancing Posturepedic® technology that is backed by orthopaedic research has resulted in world-class innovation that people love.

Headquartered in Brisbane with 6 manufacturing plants across Australia and New Zealand, staffed by over 750 highly skilled, highly valued employees, we have a passion for developing local expertise and talent.

**The roles**:
We have an exciting opportunity for an **Assistant Team Leader (2IC) **to join our National Customer Care team.

The key objective is to liaise with the support team leader to ensure the customer care team provide exceptional aftercare service for our customers.

You will report directly to the Customer Care Team Leader.

**Key responsibilities**:

- Act as the Team Leader when Customer Care Team Leader is not available.
- Identify continuous improvement opportunities for processes and systems.
- Facilitate cross-functional communications to promote work efficiencies.

**Team management**:

- Manage the day-to-day operations of the customer care team.
- Ensure team members are meeting quality and quantity targets.
- Organise and conduct training from induction to ongoing development as required.
- Mentor customer care agents to ensure ongoing professional developments.

**Escalation handling**:

- Proactively prevent escalation by identifying and addressing escalated concerns early in the customer journey.
- Handling escalated calls, complaints, questions and queries as necessary.
- Liaise with stores, sales representatives, factory and manufacturing teams to solve customer care enquiries efficiently.

**Your profile**:

- You have had leadership experience, or you are demonstrating strong leadership qualities for a call centre environment.
- You lead by positive example.
- You are customer-focused and have a strong desire to go above and beyond to ensure customer satisfaction.
- You have an in-depth understanding of the customer care industry and how to provide exceptional customer service.
- You are highly reliable and motivated and will be trusted to operate one of the key customer-facing departments within Sealy of Australia.
- You have strong communication skills and the ability to build rapport with internal and external stakeholders.
- You have a high level of computer proficiency and can quickly learn or adapt to new systems.

**The benefit**:

- Work-life balance, we operate Monday to Friday during business hours with no weekend work required.
- We have an onsite canteen with heavily discounted staff specials.
- We provide excellent opportunities for long-term career advancement within the team and the company.

Please submit your CV with a one-page cover letter addressing the role requirement.

**Salary**: $60,000.00 - $70,000.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Wacol, QLD 4076: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (preferred)

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