AddressThe Customer AdvocateTeam Leader is responsible to effectively manage the day-to-day requirements of the Customer Advocacy team to ensure client expectations and KPIs are met. This position provides guidance and support to the Customer Advocate Team and will drive continuous improvement of client experience.
Client Details
Michael Page is partnering with an international business who develops hardware and software products to upgrade fleet operating systems through data collection.
Description
Customer Advocacy
- Oversee customer call resolution and general account enquiries
- Coordinate and oversee the day-to-day transactional processes
- Ensure the Customer Advocates understand and execute requirements of dedicated client contracts
- Ensure that all Customer Advocacy team service levels are met (KPIs)
- Oversee the coordination between internal departments and act as an escalation point to resolve client queries
- Identify and implement procedures that improve operational efficiency
Staff Management and Development
- Work with Customer Service Manager to ensure staffing and resource plan is in place
- Provide reports as required
- Work with Customer Service Manager to ensure staff skill development requirements are met and identified.
- Ensure training needs are identified and provided for in a timely manner
- Support the individual Development Plans of team members with assistance from Customer Service Manager
- Conduct regular reviews of systems and processes to support performance improvements
Profile
- Experience in using SalesForce
- Experience in using Zendesk
- Excellent communication skills both written and verbal
- Exceptional Customer Service Skills
- Team Leadership Skills
- Ability to build and maintain relationships with clients and colleagues
- Can work under pressure whilst demonstrating resilience
- Is positive, friendly and approachable to those they communicate with
- Ability to support and coach team members
- High-level attention to detail
- Full Working Rights Required
Job Offer
- 6 Month Temporary Contract
- Possibility of Extension or Permanency
- Central Location - Easily accessed by Public Transport
- Flexibility with Start and Finish Times
- Team Leadership Position
- Career Progression Opportunities
To apply online please click the 'Apply' button below. For a confidential discussion about this role please contact Georgia Taylor at 0478 256 ***
