Customer Service Team Leader

·       Australian company

·       Permanent Onsite

·       Both client and staff management

Overview

We believe that the greatest resource in
our business is our people. While our business keeps on growing, so does our
need to build the leadership capabilities required to support our staff to
perform at their very best to deliver outcomes for our clients.

The role

You will be reporting to the Service Manager
Customer Concierge and be a member of the Customer Concierge Leadership Team.
As a Team Leader you will play a pivotal role in ensuring our customers receive
top -notch service and support. You will oversee a team of customer service
representatives, providing guidance, training, and support to help them achieve
their performance targets. This role requires strong leadership skills, a
passion for customer satisfaction, and the ability to thrive in a fast -paced
environment.

What
does the role involve?

Team Leadership: Lead, mentor, and motivate
a team of customer service representatives to deliver exceptional customer
experiences.

Performance Management: Monitor team performance,
provide constructive feedback, and implement strategies for improvement.

Training & Development: Conduct training sessions
to enhance team skills and knowledge, ensuring they are well -equipped to handle
customer inquiries and issues.

Customer Support: Handle escalated customer
issues, providing timely and effective resolutions to maintain high customer
satisfaction.

Process Improvement: Identify areas for process
improvements and work with management to implement changes that enhance service
efficiency and quality.

Reporting: Prepare and present regular
performance reports to senior management, highlighting team achievements and
areas for development.

Collaboration: Work closely with other
departments to ensure a seamless customer experience and resolve any
interdepartmental issues.

What it’s like to work here

This
role both challenging and rewarding. We expect all of our staff to be fully
dedicated when they are working. However, we also recognise that you have a
life outside of the office, and support you enjoy a genuine work life balance.

Requirements

Qualifications:

·       At least two years Team Leader experience in a Contact Center
environment

·       Degree qualified preferred

·       Experience with travel, hospitality, logistics or
transportation sectors, ride -hailing LOB is an advantage

·       Contact Center
experience managing metrics including CSAT, Quality, Adherence and Attendance.

·       People leadership experience

Competencies:

People Leadership

·       Strong leadership and team management abilities.

·       Ability to monitor, coach, develop, and inspire individuals and teams.

·       Effective in motivating and engaging employees to drive performance.

·       Proficient in performance management, coaching, and development.

·       Skilled in change management and leading teams through transitions.

Results Leadership

·       Ability to meet client needs by delivering exceptional service and
operational excellence.

·       Strong planning and organizing skills to manage execution effectively.

·       Subject matter expertise in relevant industry processes and systems.

·       Proven ability to drive continuous improvement initiatives.

Thought Leadership

·       Strong decision -making, critical thinking, and problem -solving skills.

·       Ability to use data and insights for strategic decision -making.

·       Experience in identifying opportunities for process improvement and
operational efficiency.

Personal Leadership

·       High level of self -awareness, integrity, and adaptability.

·       Strong influencing skills and ability to lead in changing environments.

·       Structured time management and prioritization skills.

·       Proactive in listening to and learning from feedback.

Other Skills & Attributes

·       Outstanding customer care orientation and dispatching skills.

·       Excellent verbal and written English communication skills.

·       Ability to handle high -pressure situations and make quick, effective
decisions.

·       Proficiency in customer service software and tools.