Customer Care Team Leader

HR Dept
Melbourne
CBD & Inner Suburbs
Call Centre & Customer Service
Supervisors/Team Leaders
Full time
Posted 8d ago

CUSTOMER CARE TEAM LEADER - LUXURY FURNITURE

Maker&Son is a family-run, high end furniture business with a unique dream - to create beautiful and long-lasting furniture from natural materials that makes a positive difference to people’s lives. Our business model sells direct to our customers via our website, mobile showrooms and network of show homes. Maker&Son launched in the UK in February 2018, expanded into Australia and New Zealand by June that year and has since established a manufacturer and head office in Melbourne.

We have a dedicated team of wonderful people and as we expand, we are looking to bring on an experienced Customer Care Team Leader to manage our small team of Customer Care Representatives. Reporting into the Finance Manager and working from our Keilor Park office, this role with play a pivotal part in delivering our customer service promise to after-sale clients, communicating regularly with our customers and sales team and ensuring client satisfaction. 

On a day-to-day basis you will:

  • Build, lead and support a team of customer service professionals, driving a strong service ethos and leading by example
  • Manage a large number of incoming calls, emails and online enquiries, responding quickly, efficiently and accurately
  • Keep an accurate and detailed record of customer interaction and actions via CRM system
  • Proactively identify risks to the customer experience and develop risk mitigation plans to address those
  • Review customer service and after care sales processes, implementing continual  improvement initiatives for the team to ensure excellence in process efficiency across all elements of the customer experience 
  • Be the voice of the customer through sharing process improvement opportunities along with any product feature requests, ensuring initiatives are in place that support our current and future customer value propositions
  • Collaborate with various stakeholders (sales, marketing, operations etc) in sharing data and VOC feedback.
  • Communicate with internal teams, keeping across all customer and product updates and communicating these with your team
  • Build and maintain effective business relationships, both internally & externally with a broad range of stakeholders

To succeed in this role, you will:

  • Have previous experience in Customer Success, Account Management or related roles within a manufacturing and /or retail environment
  • Previous leadership or team management experience, with a particular focus on staff development and customer service 
  • Have previous experience in a call center environment, including knowledge & management of relevant performance metrics
  • Know that the science of Customer Success is so much more than reactive support
  • Be super customer-focused – someone who loves going above and beyond to create an awesome experience for customers
  • Has a great and proven track record in a role of increasing customer satisfaction, adoption and a proven ability in introducing innovation and efficiency
  • Experience using online customer success/support systems 
  • Can demonstrate how they’ve innovated with technology to make the experience better for the customer
  • Has strong analytical skills, with the ability to transform data into actionable insights
  • Demonstrates a desire for continuous learning and improvement
  • A high level of customer empathy and enabling people to see them get to successful outcomes and make changes for their business
  • Takes initiative and doesn't just stick to the task at hand - they are able to look outside the box
  • Be an articulate and natural communicator with excellent written and verbal communication skills, especially when dealing with challenging customer situations
  • Be calm and unflappable under pressure

To find out more about our brand please take a look at our website:

https://makerandson.com.au

If this opportunity sounds like a match to your skills and experience, apply today.

 

Employer questions

Your application will include the following questions:
  • Which of the following statements best describes your right to work in Australia?
  • Which of the following statements best describes your Covid-19 vaccination status?
  • What's your expected annual base salary?
  • How many years' experience do you have as a Call Center Executive?
  • How many years' experience do you have as a Customer Service Supervisor?

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