Customer Support Team Lead 13 May 2024 Closes 02 Jul 2024

RE-THINK what you know about OfficeMax! Bring your CS leadership expertise & fresh perspectives to help motivate & inspire our CSR teams

• Bring your previous call centre leadership and customer centric approach
• Based at our Head Office in Highbrook, work with remote teams
• Support over 30,000 business customers across Aotearoa

OfficeMax has RE-SHAPED the business to enhance our customer's experience

Being able to adapt and evolve has been key to our success. Although our purpose to empower successful and sustainable workplaces across Aotearoa, New Zealand has not changed; the landscape in which we work in has.

From product development and service offerings to how we work internally, OfficeMax has taken the time to RE-FOCUS on the future of work, while listening to what our customers need. It's now time to deliver on that, and fuel our next level of expansion - haere mai, come join us!

The role: Customer Support Team Lead

Our Customer Support team has grown over the last year, and we continue to adapt our Operational support and procedures to ensure we maintain a high level of customer and sales support.

Optimising the customer experience, streamlining processes and providing a service that you and the business is proud of are the ultimate goals!!

In this role you will report to our Auckland based Customer Support Manager, and work with two other Team Leads who are Christchurch based. Between the Team Leads there are over 20 Customer Support Representatives located across the motu; supporting 30,000 business customers across Aotearoa.

If you are the type of Team Lead who likes to come up with new processes or initiatives and enjoy rolling up your sleeves to jump on the phones when needed, then this could be your next role! Come join our solutions focused, collaborative environment and help us to better the experience for our customers and internal teams!

Your key responsibilities:

Leading operational excellence in customer support

• Oversee the daily workflow of the Customer Support Team to provide exceptional service support to our customers
• Manage team resourcing requirements including leave, absences, and statutory requirements to ensure continuity and adequate resourcing
• Liaise with Customer Support Manager to ensure an accurate forecasting for the year
• Ensure monthly KPI reports and any other reports are completed accurately and in a timely manner
• Drive quality interactions with customers through feedback and quality management processes
• Act as point of escalation, fixing bottlenecks, removing barriers and issues resolution
• Participate and lead process improvement initiatives

Leading the team

• Lead the Customer Support Team through clear team direction and purpose
• Execute onboarding, performance management, and other key People and Culture processes to a high standard
• Communicate clearly, frequently and positively to motivate the Customer Support Team to achieve goals
• Build relationships with the Sales Team and other OfficeMax departments to enable excellence in the support of Sales
• Contribute to the planning of Customer Support and/or Sales Operations strategies as required

What you will bring:

• 3+ years Customer Support/Call Centre leadership experience
• A track record of lifting team capability
• Proven experience using Genesys Cloud is essential
• A strong commitment to customer satisfaction
• Commercial Acumen
• Understanding processes and systems
• Knowledge of CRM (Salesforce) / ERP systems
• Empathetic and adaptable interpersonal skills

People and Culture

Our people are genuine, and proactive solution finders. We care about our colleagues, customers and the company's success. This is a business with heart and one you can feel proud to work for!

We have a diverse culture, and encourage open and transparent communication throughout. One of the key parts to our culture, is that our people know how their work adds value to the wider business. So you can leave each day feeling like you are making a difference, where your voice is heard and respected - always a good start!

Not only are we people focused, but we are hugely passionate about being accountable for our Sustainability footprint and our support to Barnardos 0800 What's Up line, Aotearoa New Zealand's only helpline for children and teenagers. We are also proud to be Government partners of the Ikura project, where we provide free period products to education providers across the country.

By joining OfficeMax, you are choosing a business that prioritises diversity of culture and thought. You will bring your growth mind-set and enjoy the challenge of constant evolution. No one day is the same!

Can’t find what you are looking for? Submit an Expression of Interest (EOI), and we will be in touch ifany position becomes available matching your profile.