Customer Service Supervisor

3 days ago

Newcastle, New South Wales, Australia Hireright Full time

About HireRight:
Overview:
This is a Supervisor role that supports the Australian Customer Service and CET teams. The Supervisor is responsible for the daily production of a team of

The Client Engagement aspect of the role guides a team to ensure response and resolution of numerous customer issues to achieve the highest level of satisfaction and product understanding for HireRight's SMB clients. The role works with the HireRight Team to proactively monitor issues and improve HireRight product/service delivery prior to customer impact.

**Responsibilities**:
**Supervises Customer Service and CET Functions**:
- Will be required to multi-tasks across various systems
- Provide assistance to management completing delegated tasks as assigned
- Participate in Customer Cure Plan and Recovery efforts (i.e. participate in meetings, communicate to team members and others)
- Drives detailed problem resolution, typically eliminating root cause
- Resolve escalated issues
- May participate in cross-functional projects
- Conducts side-by-side with other team members to share best practices.
- Perform outreach and coordinate conference calls to drive resolution of operational and technology related issues.
- May write process documentation or update work instructions
- May develop and deliver ad hoc and structured customer service training
- May capture data for the team and deliver to management

**Supervisory Responsibilities**:

- Assists the Managers to provide supervision to team members in attaining Customer Service performance, and productivity goals.
- Organises and allocates work for others, supervising small teams to meet targets
- Trains team members and provides effective feedback for growth and development.
- Effectively leads team discussions and facilitates solutions by actively encouraging team member participation:

- is able to generate discussion to solve relatively complex problems, escalating and reporting to management when necessary
- follows up with team members, management and executive where necessary
- Supports the CS Manager to oversee the day-to-day duties of the CSR's to ensure:

- Proper adherence to client or general guidelines
- Proper adherence to policies and procedures
- Adherence to responsiveness targets
- Adherence to turnaround targets
- Coverage of workstation assignments
- Proper phone etiquette
- Proper use of HireRight's time.
- Analyses and evaluates applicability of collected Customer Service data
- Gathers relevant data
- Completes basic data analysis
- Identifies patterns and expresses trends accordingly

Qualifications:
Bachelor's degree or equivalent education and/or working experience required

What do we offer:
**Please submit resume/CV in English.**

**HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee.

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