Customer Service Team Leader

4 days ago


Abbotsford, Australia Gorman Online Full time

**Customer Service Team Leader**:

- Position
- Customer Service Team Leader
- Work Type
- Full Time
- Location
- Abbotsford
- Specific Requirements

Are you passionate about customer service and ready to lead a team? We’re looking for a Customer Service Team Leader to oversee our customer experience in a full-time, office-based position located at our head office in Abbotsford. If you thrive in a fast-paced environment, love solving problems, and have a knack for motivating others, this role is for you.

**About the opportunity**

In this role, you’ll lead our dedicated customer service team, ensuring prompt resolution of customer inquiries and escalated complaints. You’ll be responsible for delivering exceptional service while driving performance, improving processes, and championing a customer-first culture.

**Key Responsibilities**:

- Oversee and resolve escalated complaints and customer inquiries
- Support the team with tools and training to de-escalate issues effectively
- Maintain organised and efficient ticket management processes
- Manage payment dispute resolutions through platforms such as Afterpay and PayPal
- Monitor and report on customer support trends and service volumes
- Supervise the resolution of order-related issues, including exchanges, returns, and complaints
- Work with store teams to ensure end-to-end visibility and resolution of customer orders
- Track and document customer outcomes to ensure service excellence
- Provide coaching and feedback to help team members grow and improve service delivery

**What you'll bring**:

- Previous experience in a leadership or senior customer service role
- Strong problem-solving and conflict resolution skills
- Proficiency in customer service systems and e-commerce platforms
- Ability to lead, coach, and inspire team members
- Organised, analytical, and driven to improve processes
- Knowledge of relevant consumer legislation (AU/NZ) is a plus

**Why join us?**
- Join a beloved Australian retailer known for its iconic brands that customers love.
- Generous discounts on Factory X brands.
- Dogs are welcome and adored in the office



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