Customer Service Lead
3 days ago
Location:
- Melbourne- Job Type:
- Permanent- Salary:
- Competitive- Contact:
- Carissa McPherson**About Our Client**
Our client is a global industrial automation company specialising in high-end products and solutions for the logistics automation sector. With a friendly, collaborative, and diverse culture this organisation provides a supportive environment, with opportunities for training, development, and internal promotion, enabling team members to achieve both their professional and personal goals.
**About the Position**
As the Customer Service Lead, you will be responsible for leading, training and inspiring the Customer Service teams located across Australia and New Zealand. You will inspire customer service excellence to ensure customers’ satisfaction along the complete Customer Journey, ensuring that Customer Service team members are sufficiently skilled & have the necessary support, promotion & opportunity to grow the company's revenue base. You will provide supervision and mentoring to Customer Service team members, and will have management and responsibility for the performance of the Customer Service Team members.
“Key Responsibilities”
1. Coaching & training team members in areas requiring development within Customer Fulfilment.
2. Point of contact for internal and external customers escalations.
3. Manage and maintain the CRM complaints portal relating to team members service failure.
4. Develop, review and maintain all customer service procedures and processes.
5. Ensure a high level of customer service is maintained by the team members through monitoring and supporting team members with processes and workflows implemented in order to ensure a professional delivery on all services.
6. Schedule and attend all “Work In Progress” meetings in person or by teleconference as appropriate.
7. Supervise team members, manage rosters and team members’ leave.
8. Diarising of all Customer Service staff-related performance and non-compliance issues.
9. Generate and shares comprehensive and details reports on team performance, objectives and deadlines
10. Conduct regular review with team members relating to performance and development plans.
**About You**
- Minimum 3-4 years Customer Service experience, ideally in a Team Lead role
- Some experience in managing workflow and performance measures and targets.
- Excellent verbal and written communication and interpersonal skills.
- Able to work in a high pressured environment with firm timelines and targets.
- A strong desire to gain experience in a leadership position.
- Ability to build effective relationships across the company, and with external stakeholders and customers.
- Experience with ERP systems such as SAP, Oracle or similar.
- High level of accuracy and attention to detail.
- Innovative, flexible and willing to learn.
- Can work autonomously or collaborate within a team environment as required.
- Professional, mature approach with relevant industry experience and commercial acumen.
- Tertiary qualification in Engineering, Mechatronics and Robotics, Computer Science or similar is preferred but not essential.
**Rewards in the role**:
Join our terrific client, a global leader in premium products for the logistics automation sector, and enjoy the variety of supporting a loyal, customer base as a result of well-respected brand. You will enjoy stepping into a leadership role supported by a terrific mentor and Manager, whilst overseeing and inspiring your team, and working within a secure and growing sector. Great opportunities for growth and development
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