Customer Experience Team Leader

2 weeks ago

Melbourne, Victoria, Australia Paramount Liquor Full time $104,000 - $130,878 per year

About Us

At Paramount Liquor, we pride ourselves on delivering exceptional customer service to Australia's hospitality industry. From premium product ranges to industry-leading support, we're passionate about building strong, long-term relationships with our customers and we're looking for someone just as committed to join our team.

The Role

We're seeking an experienced and motivated National Customer Experience TeamLead to oversee the day-to-day operations of our Customer Experience team. You'll lead a passionate group of professionals across Salesforce, Live Chat, and phone channels, ensuring every interaction leaves a lasting positive impression.

In this role, you'll:

  • Lead, coach, and mentor the Customer Experience team to deliver outstanding service.
  • Manage workflows across multiple channels using omni-channel routing tools.
  • Monitor, analyse, and report on customer interactions via Salesforce Dashboards.
  • Oversee our Evolution Rewards Program customer support.
  • Identify trends, solve problems, and implement improvements that enhance service.
  • Support credit claims management, ensuring accuracy and timely resolution.

About You

You're a natural leader with a passion for delivering top-tier customer experiences. You thrive in a fast-paced environment, are comfortable interpreting data to make informed decisions, and can inspire a team to achieve their best.

What You'll Bring

  • Proven experience leading a customer service or contact centre team.
  • Strong knowledge of CRM systems (Salesforce experience highly regarded).
  • Excellent communication, coaching, and problem-solving skills.
  • A data-driven mindset with the ability to turn insights into action.
  • A collaborative approach and commitment to continuous improvement.

Why Join Us?

  • Work in a supportive, high-performing team.
  • Opportunities for professional growth and development.
  • Be part of a company that values innovation, relationships, and excellence.

If you're ready to lead a team that sets the standard for customer experience in the liquor industry, apply now.

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