Customer Service Supervisor

4 days ago

Boolaroo, New South Wales, Australia HireRight AU Full time $90,000 - $120,000 per year

About HireRight:

Headquartered in Nashville, Tennessee, USA, with offices all around the globe, HireRight is the industry's preeminent background screening company, providing innovative solutions for customers. Formerly known as PeopleCheck, HireRight's Australian office is based in Lake Macquarie, NSW with clients spread throughout Australia and overseas.

At HireRight, we pride ourselves on providing our team members with an engaging, fast-paced and fun environment full of learning opportunities.

What we need from you:

This is a supervisory role for an experienced Customer Service/Call Centre professional who has a passion for putting the customer first in a team environment The role focuses to ensure programs, policies and quality standards in the areas of customer responsiveness, turn-around time and quality of response for customer issues and requests are met and exceeded.

Your day will be filled with tasks such as:

Supervising a small team of customer service professionals to ensure delivery of customer-specific requirements and within customer deadlines.

  • Motivating the activities of our customer service teams through positivity, innovation and enthusiasm.

  • Managing, monitoring and prioritising high volume work queues to established SLA's and deadlines in order to meet customer-specific requirements.

  • Supporting team members and customers for escalated issues and providing guidance during and following interactions.

  • Proactively identifying and resolving complex issues affecting internal and external customers.

  • Training new team members and providing refresher trainings if required

  • Supporting quality check process

We believe the following skills are important for you to have:

Sound communication skills (written and verbal).

  • Computer savvy to navigate various software platforms.

  • Strong attention to detail and accuracy.

  • The motivation and enthusiasm to learn new things.

  • The ability to work autonomously as well as being a contributing team member.

  • The ability to perform at a high standard in a fast-paced environment.

Details you need to know:

  • The position is full time (37.5 hours per week, based on a 7.5 hour day average).

  • You will need to be available for various shifts between the hours of 8am to 6pm Monday to Friday with flexible working arrangements available.

  • The successful candidate will be subject to background screening and additional selection criteria.

  • On the job training will be provided.

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