Customer Service Team Leader
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Are you a customer-focused professional looking to advance your career?
We're seeking a skilled Customer Service Team Leader to join our Australian team in Queensland. As a key member of our customer experience team, you'll play a vital role in delivering exceptional service and ensuring our clients receive the highest level of support.
The ideal candidate will have 3+ years' experience in a leadership role, with a proven track record of managing high-performing teams and driving business growth through excellent customer relationships. You'll be an expert communicator, able to build strong relationships with clients and colleagues alike, and possess a passion for learning new software and technologies. If you're a motivated and enthusiastic leader with a flair for customer service, we'd love to hear from you!
Key Responsibilities:
* Lead and inspire the Australian Customer Experience team to deliver against all customer service goals and targets.
* Leverage multi-channel platforms to ensure clients receive the highest level of service.
* Analyse issues and opportunities to drive a continuous improvement culture, resulting in improved business outcomes.
* Recruit, onboard, upskill and coach team members to a high standard.
* Assist your team to achieve and exceed performance targets.
* Develop and improve standard operating procedures.
* Create a first-contact resolution culture to minimise follow-ups.
* Oversee payments and collections processes to ensure efficiency.
* Collect, analyse and act upon customer insights to improve experiences.
* Build positive relationships with clients, big and small.
Requirements:
* 3+ years' experience in a leadership role.
* Experience managing a customer service team.
* Outstanding written and verbal communication skills.
* Demonstrated negotiation and complaint resolution skills.
* Aptitude and passion for learning new and sometimes complex software.
* Exposure to self-service adoption and leveraging automation.
* Experience with call centre software and helpdesk ticketing is well regarded.
* Private workspace with a high-speed NBN connection.
* Ability to commute to our Maroochydore (Qld) office.