Customer Service Lead
About the Role:
We are seeking a Customer Service Lead to join our team. As a key member, you will be responsible for leading and mentoring the Customer Relations department to deliver premium customer experiences.
The ideal candidate will have a minimum of 5 years' experience in Call Centre Management, preferably in the Automotive industry. They should possess strong leadership and/or management experience, with a focus on business growth projects.
A strong understanding of regulatory requirements and manufacturer standards is essential. The candidate must also have excellent communication, influencing, and negotiation skills, with a passion for delivering premium customer experiences.
Key Responsibilities:
* Manage and oversee the Customer Relations Department, ensuring alignment with the manufacturer's strategic direction and standards.
* Develop and implement customer strategic initiatives to achieve brand customer experience standards and contact centre targets.
* Manage client relationships and ensure customer satisfaction by responding to and resolving customer enquiries or complaints in a timely and accurate manner.
* Cultivate a customer-centric culture within the team, focusing on improvement opportunities through ongoing monitoring and analysis of performance metrics.
Requirements:
* Minimum 5 years' experience in Call Centre Management, preferably in the Automotive industry.
* Leadership and/or management experience, with a focus on business growth projects.
* Strong communication, influencing, and negotiation skills, with a passion for delivering premium customer experiences.
What We Offer:
A newly renovated modern office with electric adjustable sit-stand desks, located just 4 minutes' walk from Macquarie Park Metro station. Easy driving access via A3, Epping Rd, and M3 nearby.