Customer Service

7 days ago

St Marys, Australia The Sleeping Giant Full time

**Join Our Team at James Lane | Sleeping Giant**:

- **Where passion meets purpose and every detail turns a house into a home.**_

James Lane | Sleeping Giant is a proud, Australian family-owned business with over 40 years of experience in crafting timeless, elegant pieces that transform spaces into stunning interiors. We invite you to become part of our journey and grow with us as a member of our Leadership Team.

**The Role**

Are you a dynamic and detail-oriented leader with a passion for delivering exceptional customer service? We are seeking an enthusiastic and driven Warranty Team Leader to lead our dedicated team of customer service experts. You’ll play a key role in ensuring a positive, seamless experience for our customers, managing admin processes, and driving KPI performance. A solid understanding of the ACCC, paired with a proactive, can-do attitude, will set you up for success in this role.

**Key Responsibilities**:

- Lead, mentor, and inspire a team of customer service professionals to exceed performance goals and grow in their careers.
- Establish performance benchmarks and ensure the team consistently meets and surpasses targets.
- Manage customer escalations effectively and resolve conflicts with professionalism.
- Conduct process and procedures analysis to optimize efficiency and customer satisfaction.
- Provide crucial admin support to maintain seamless operations.

**What We Offer**:

- **Career Growth & Development**: Recognition and ample opportunities to advance within our business.
- **Collaborative Culture**: Work in a positive, team-focused environment that values work-life balance.
- **Employee Benefits**: Enjoy attractive staff discounts on our premium products.
- **Competitive Salary**: Be rewarded for your expertise and contributions.

**Qualifications**:

- A Bachelor’s degree or equivalent experience.
- A minimum of 2 years in customer service management or similar roles.
- Strong written and verbal communication skills.
- Familiarity with Zendesk and Pronto systems is a plus but not required.

**Location**:
This is an _ONSITE_ role based at our Head Office in St Marys, NSW.

**Why Choose Us?**

At James Lane | Sleeping Giant, our people are at the heart of everything we do. We uphold values of integrity, teamwork, and recognition, creating an environment where everyone feels valued and supported. If you resonate with these values and are ready to make an impact, we want to hear from you

**Job Types**: Full-time, Permanent

Pay: $70,000.00 - $80,000.00 per year

**Benefits**:

- Employee discount
- Referral program

Schedule:

- Monday to Friday

Application Question(s):

- Which of the following statements best describes your right to work in Australia:
1. I have a temporary visa with restrictions on work hours (e.g. student visa, retirement visa);
2. I'm an Australian or NZ citizen
3. I have a holiday temporary work visa
4. I am on a visa with no restrictions on work hours
- How much notice are you required to give your current employer?
- What's your expected annual base salary?
- Do you have experience using Zendesk?

**Experience**:

- Customer Service Manager: 2 years (preferred)

Work Location: In person

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