Customer Service, Team Lead (MLM Wellness)
Our Client is one of the leading fast growing wellness company in the Asia region. The Customer Service Team Lead plays a key role in ensuring exceptional service delivery to customers and Brand Partners across Australia and New Zealand. This position is responsible for leading a small team of customer service representatives, handling complex customer interactions, providing training and coaching, and supporting the continuous improvement of customer experience. The ideal candidate is a proactive leader who leads, by example, balancing people management with hands‑on customer support and training responsibilities.
Team Leadership & Operations
* Supervise and support the daily operations of the Australian customer service team to ensure timely and high-quality customer interactions.
* Monitor team performance metrics (e.g., response times, quality scores, customer satisfaction) and report results to the Customer Service Manager.
* Provide regular coaching, feedback, and one‑on‑one sessions to drive team engagement and skill development.
* Act as the first point of escalation for customer or Brand Partner issues, ensuring prompt and effective resolution.
* Collaborate with global and regional teams to maintain alignment with LifeWave's service standards and business objectives.
Customer Support
* Handle customer interactions via phone, email, and chat.
* Maintain a deep understanding of Company products, promotions, policies, and systems to provide accurate information and support.
* Identify recurring customer issues and collaborate with cross‑functional teams to improve processes and reduce contact with drivers.
Training & Development
* Conduct onboarding and refresher training for new and existing customer service representatives.
* Support training initiatives for product launches, policy updates, or new system implementations.
* Assist in developing knowledge base content, FAQs, and training materials to support team performance and consistency.
Continuous Improvement
* Contribute to process improvement initiatives that enhance efficiency and customer satisfaction.
* Provide insights and feedback on customer trends and team performance to management.
* Help foster a positive, customer‑focused team culture that aligns with Company's values.
Requirements
* 3–5 years of experience in customer service, including at least 1–2 years in a team lead or senior representative role.
* Experience in wellness, health products, direct selling, or e‑commerce industries preferred.
* Strong communication and interpersonal skills with the ability to motivate and guide team members.
* Proven ability to manage multiple priorities and maintain high service standards in a fast‑paced environment.
* Experience with CRM and ticketing systems.
* Proficiency in Microsoft Office.
* Training or coaching experience is highly desirable.
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