AddressCustomer Service Team Leader
Your new company
You’ll be working for one of Australia’s trusted logistics and freight management solutions providers since the late 90s. Today they are currently one of the nations fastest growing logistics specialists, supporting close to 100 leading brands across multiple sectors, through Australia and other international countries.
Your new role
In this role you’ll be responsible for the day-to-day management of the team, providing support and being first point of contact for customer escalations. You’ll also be responsible for the full design, coordination, and communication of the Customer Service team roster. Key Duties & Responsibilities will include
- Deal with all escalations and complaints that come through.
- Mentoring and providing guidance to team members, conducting 1on1’s and regular performance development reviews.
- Onboarding – training and coaching new starters
- Analysing and discussing team results from quality assurance, customer experience and productivity measures to identify training and development needs
- Ensuring the team delivers on service levels and consistently and according to customer expectations
- Driving performance in relation to KPI’s
- Building and sustaining a customer-centric culture and improving the experience
- Minimum 3 years of leading a Customer Service team within a contact centre – Preferably the logistics industry, but open to other industries.
- Excellent communication skills and ability to build trusted relationships.
- Experience of managing escalations and customer resolution in a contact centre
- Salesforce experience desirable or similar to CRM’s
- Superior working knowledge of contact centre systems, including quality assurance, call and queue management and workforce management tools
- Excellent phone manner
- Can work between 08:00am-6:00pm Mon-Fri and some public holidays
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to **********@hays.com.au or call us now on 03 9604 9***. I also have additional Customer Service roles, so please get in touch if you think this role isn't quite what you're looking for.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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