Customer Care Team Leader

2 weeks ago

Brisbane, Queensland, Australia Natural Australian Kulture Pty Ltd Full time $90,000 - $120,000 per year

NAK Hair is an Australian based haircare company dedicated to creating beautiful haircare for everyone. Armed with a genuine passion for creating beautiful products inspired by the Australian lifestyle, we are proud to be an authentic voice with a fresh approach.

Why NAK

We offer generous employee discounts on products and services, free products monthly, access to our Employee Benefits program which includes a suite of discounts and special offers, on-site parking, an Employee Assistance Program (EAP), corporate volunteering leave, paid parental leave, flexible working options and a friendly, collaborative and supportive work culture

The Opportunity

We are looking for an experienced and people focused Customer Care Team Leader to join our team. In this role, you'll lead, motivate, and support the Customer Care team to deliver exceptional service across all touchpoints. You'll balance hands on customer care with leadership responsibilities, ensuring service standards are met, processes are followed, and team performance is optimised to achieve customer satisfaction and business outcomes.

Key Duties
  • Lead, coach, and mentor the Customer Care team to deliver outstanding customer experiences.
  • Actively manage customer queries, orders, returns, and escalations across multiple channels.
  • Take ownership of complex issues, ensuring timely and effective resolution.
  • Monitor and analyse customer feedback, implementing strategies to improve service.
  • Promote a customer-first mindset and role model NAK's values in all interactions.
  • Prepare and present regular performance reports on team productivity, quality, and customer satisfaction.
  • Communicate business updates, expectations, and targets to the team.
  • Ensure data integrity across Sales Orders and maintain accurate administration and records.
  • Collaborate with other departments to resolve issues and enhance cross-functional processes.
  • Manage recruitment, onboarding, training, and ongoing development of team members.
  • Oversee team schedules, workload distribution, and ensure adequate coverage.
  • Drive continuous improvement initiatives and support compliance with policies, procedures, and regulations.
About You

You're an empathetic leader with a passion for people and customer experience. You thrive in fast-paced environments and know how to balance hands on service delivery with team leadership. With strong communication and problem solving skills, you're confident in motivating others, resolving complex issues, and driving improvements that enhance both team performance and customer satisfaction.

What You'll Bring
  • 2–3 years' experience in a customer service team environment.
  • Demonstrated leadership ability with experience guiding and supporting a team.
  • Strong business operations understanding and adaptability to evolving team needs.
  • Exceptional written and verbal communication skills.
  • Proven capability in identifying and implementing process improvements.
  • High-level customer service skills with a solutions-focused mindset.
  • Previous experience with NetSuite (preferred).
  • Qualifications in leadership, business, or related field, or equivalent work experience.

Due to the nature of this role, we can only accept applications from candidates with full Australian working rights.

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