Customer Care Team Leader

24 hours ago

Mascot New South Wales Australia Satori Group Full time $80,000 - $120,000 per year

Summary:

We are seeking a highly motivated and experienced Customer Care Team Leader to oversee our customer service team. The successful candidate will be responsible for ensuring that our customers receive exceptional service and support, while also managing and developing our team of customer service representatives.

Responsibilities:

  • Manage and lead a team of customer service representatives, providing guidance, coaching, and support as needed
  • Design and implement new, scalable support processes that drive efficiency and customer satisfaction.
  • Evaluate and improve current customer support processes and workflows.
  • Develop and implement customer service policies and procedures to ensure consistent and high-quality service delivery
  • Monitor and analyse customer service metrics to identify areas for improvement and implement strategies to enhance customer satisfaction
  • Handle escalated customer complaints and issues, ensuring timely resolution and customer satisfaction
  • Collaborate with other departments to ensure seamless customer service delivery across all channels
  • Conduct regular performance evaluations and provide feedback to team members to support their professional development
  • Stay up-to-date with industry trends and best practices in customer service to continuously improve our service delivery
  • Maintain a strong focus on customer experience, with excellent communication and problem-solving skills.
  • Track, analyse, and report on key customer support metrics to management on a regular basis.

Qualifications:

  • Bachelor's degree in business administration, marketing, or a related field
  • 3+ years of experience in customer service management or a related field
  • Strong leadership and management skills, with the ability to motivate and develop a team
  • Excellent written and verbal communication and interpersonal skills, with the ability to build strong relationships with customers and team members
  • Strong problem-solving and decision-making skills, with the ability to handle complex customer issues
  • Knowledge of customer service software, such as Acello, and experience with customer service metrics and reporting
  • Strong SQL skills, data analytics tools experience

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