Job Description

Job Header

Customer Service Team Leader

Private Advertiser

Job Information

Job Listing Date
21 May 2020
Location
Adelaide
Work Type
Full Time
Classification
Call Centre & Customer Service, Supervisors/Team Leaders

We are looking to appoint a Customer Service Team Leader for a permanent position for an immediate start in a contact centre environment.

This is high volume and fast paced role and a key role within our business.

This role would suit a self-starter who has hands on approach and strives to deliver high quality results, each and every time and someone who is seeking a long-term opportunity.

TO BE ELIGIBLE TO APPLY FOR THIS ROLE CALL THE PHONE ASSESSMENT LINE ON 03 8199 7215

Your responsibilities would include, but are not limited to:

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customer issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop and maintain service procedures, policies and standards
  • Analyse statistics and compile accurate reports
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities
  • Identifying and dealing pro-actively and promptly with customer issues and concerns
  • Keep accurate records and document customer service actions and discussions
  • Identifying, handling and resolving customer concerns and complaints
  • Recommend process & system improvements
  • Implementing performance goals in accordance with department and group KPIs
  • Monitoring and evaluating the performance of staff through the establishment of strategic targets, KPIs and regular progress assessments.
  • Implementing and monitoring programs that optimise performance and engender high team participation, co-operation and ethical behaviour.
  • Monitoring the efficiency of staff and procedures.
  • Complete other duties as assigned from time to time

What you will bring to the role:

To be successful in this role you must have a hands-on approach. You will also need to learn some of the services that the company provides to its customers.

Skills & Experience:

The required skills for this role, include but not limited to:

  • Be able to demonstrate an ability to lead, coach and mentor your team through effective communication and performance management
  • Outstanding communication skills and the ability to build rapport with people at all levels
  • Required to analyse a problem and work systematically to create a solution
  • Can self-manage change and assist the team to constructively manage change as a group
  • Have a keen understanding and expertise in customer relations management that aligns with our company values
  • Help develop the soft skills of other staff within the department
  • Displays a high level of both general computer literacy, in particular Word, Excel and E-Learning software
  • English Language Proficiency
  • Advanced written and verbal skills

What's in it for you?

A competitive salary package is on offer for the right candidate.

***TO BE ELIGIBLE TO APPLY FOR THIS ROLE CALL THE PHONE ASSESSMENT LINE ON 03 8199 7215 AND INCLUDE YOUR RESUME AND COVER LETTER ON THE APPLICATION***

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • Do you have customer service experience?
  • Have you worked in a call centre before?
  • How many years of people management experience do you have?
  • Which of the following Microsoft Office products are you experienced with?

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