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Form of workAbout Ozito
Ozito Tools are a leader in the Australian and New Zealand hardware market of DIY power & garden tools. Our goal is simple, we want to lead the way when it comes to providing accessible, affordable, quality power and garden tools to help get your DIY jobs done. Australia and New Zealand are nations full of proud and passionate DIY enthusiasts.
They’re in their homes and gardens, sheds and workshops making improvements and getting the job done with Ozito. They are our DIY heroes.
For over 25 years Ozito has proudly helped its customers grow and inspire their love for building, gardening, and creating.
About the Role
We are currently seeking an enthusiastic and experienced, Customer eXperience Team Leader to join our dynamic team on a permanent basis (full-time 37.5Hours).
Based at our Dandenong South site & reporting to the Service Manager, you will be responsible for overseeing and enhancing the performance of our small, dedicated team of Customer Experience Agents, ensuring we deliver an exceptional experience for both our customers and our brand partners.
Your responsibilities include, though not limited to, the below:
- Oversee a team of CX Agents, ensuring we provide an exceptional experience to our various customers
- Monitor and evaluate team performance, providing coaching and feedback to help team members achieve their productivity and service goals.
- Drive continuous improvement in CX by identifying & helping to develop & implement process enhancements and effective CX policies
- Foster a positive and collaborative team environment within CX encouraging individual and group growth
- Engage with internal stakeholders to drive positive outcomes
- Support your team for any overflow of enquiries in peak times, by answering phone calls, addressing email enquiries, & assisting with the processing of orders (EDI/Phone)
- Handle any complex customer issues and work to resolve escalated complaints
- Manage team schedules to ensure consistent coverage and service levels
- Participate in relevant training and company events to cultivate personal growth
Position Requirements
- Minimum of 5 years experience in a customer-oriented role, with at least 2 years experience in a leadership position
- Strong work ethic, attention to detail and a passion for customer service
- Exceptional communication skills, (both written and verbal) with the ability to manage difficult situations in a calm and courteous manner
- Excellent leadership and people management skills
- Basic computer literacy in Microsoft packages (Word/Excel/Outlook)
- Willingness to undergo training to enhance your skills and knowledge
- Familiarity with Zen Desk and CRM systems (SAGE, MS Dynamics), is advantageous
Position Details
- The position is full time (37.5 hours per week, based on a 7.5 hour day average)
- Whilst your primary hours of operation are anticipated to be between 9am-5pm Mon-Fri, some flexibility is required to ensure coverage during absences/annual leave
- Coverage of some state based public holidays may be required (team roster)
- The role is currently office based only, located at our Dandenong South HQ
- On the job training will be provided for internal systems and our product range
