Customer Service Team Lead

4 days ago

Marsden Park, Australia Asics Full time

**Work options**: Hybrid

Our Customer Service team is on a mission to find a driven, people centric and forward-thinking Team Leader to support our e-Commerce Customer Service team. This role is responsible for leading a team of high performing Customer Service Representatives responsible for supporting all e-commerce activity and related internal and external customer queries.

**So, what goes in to making that happen?**
- Leading and developing a team of 7 Customer Service Representatives, supporting with relevant escalations or complex cases
- Setting and communicating daily priorities for the team, while ensuring daily checklists are being actioned in accordance with customer service’s SLAs and KPIs
- Producing and analysis of daily Salesforce reports to determine priorities and workflows
- Collaborate with key internal stakeholders across eCommerce, Warehouse and Systems Solutions to ensure all processes are clear
- Coordinate process improvement projects in consultation with key internal stakeholders

**In return, we offer**:

- A permanent full-time opportunity
- Competitive salary + 17.5% annual leave loading
- Flexible hybrid work options
- Convenient Marsden Park location in a new head office facility, closely connected to the M7, with ample free parking
- Free onsite gym and personal training sessions
- Generous staff discount
- A collaborative, supportive and high performing team culture with career growth opportunities - We love promoting from within
- Opportunities to give back through community and team events

**That’s enough about us Here’s what we hope to see from you**:

- Minimum 3 years’ experience in people leadership, ideally in a customer service or shared services environment
- Demonstrated experience in monitoring, developing, and driving performance in a diverse team
- Previous project management experience is highly desirable
- Excellent communication skills (written and verbal) with experience in dealing with multiple internal and external audiences
- Proven ability to ideate and roll out process improvements cross functionally
- Excellent analytical skill set, with the ability to identify opportunities and performance from data
- Intermediate excel skill set
- Driven and proactive individual who can manage their workload in a fast-paced and agile environment

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