AddressWe are looking for a full-time Customer Service expert who views this role as an opportunity to change the world, one customer experience at a time. You will see this as an opportunity to redefine Customer Service as we know it; setting a standard that our business becomes famous for.
About the role
In the role of Customer Service Team Leader, you will be responsible for overseeing all aspects of our Customer Service operations. You will lead a team of Customer Service representatives, ensuring they provide the highest level of support to our customers.
The ideal candidate will have a genuine passion for Customer Service, and work alongside the team to motivate and inspire them to deliver outstanding results. We are looking for someone who is a strong communicator, oozes positivity, and works tirelessly to ensure our clients and people feel valued and supported.
In this role, you will be expected to not only lead the team, but also work as one of them - completing the same post-sales activities. This means you will be required to communicate extensively with our clients and suppliers via the phone, providing updates on the status of their orders from order placement through to delivery.
You will be provided all necessary training on our in-house systems but you will be expected to bring leadership experience and Customer Service excellence from the minute you walk through the door.
In this role you will be required to:
- Lead a team of Customer Service representatives, providing guidance, support, and coaching as needed,
- Develop and implement Customer Service policies and procedures to ensure efficient and effective operations,
- Implement and monitor Customer Service metrics and identify opportunities to improve performance,
- Present a clear and focused strategy with direction for the future,
- Handle escalated customer issues and complaints in a timely and professional manner,
- Collaborate with other departments, such as Sales and Services, to enhance the overall customer experience, and
- Stay up-to-date on industry trends and best practices in Customer Service and share knowledge with the team.
You will also be required to:
- Process customer orders efficiently and accurately,
- Manage and negotiate expectations with suppliers and customers,
- Proactively update clients with honest and transparent information relating to their orders,
- Track and monitor shipments to ensure seamless and successful deliveries,
- Coordinate and assist our warehouse team in the shipment of hardware out of our facility,
- Promptly generate customer invoices, and
- Coordinate return/replacement of faulty or incorrect products.
The Successful Applicant
To be considered for this role, we are looking for someone with:
- Previous experience in a Customer Service role, with proven experience in a leadership or supervisory position,
- Excellent communication skills, both verbal and written,
- Proven ability to handle difficult customer situations with tact and diplomacy,
- The ability to analyse problems and find solutions quickly,
- The ability to manage multiple priorities to meet deadlines and exceed customer expectations, and
- Demonstrated experience in training, mentoring and developing others.
Truis is an equal opportunity employer and is committed to diversity in the workplace. We encourage applications from all qualified individuals.
Please note a National Police Check is required for all Truis employees.
Due to the large number of applications we receive, regrettably we cannot always respond to every applicant. If you do not receive a response within 14 days of your application, please assume that you have not progressed to the next phase of the recruitment process.
