Address 25 Feb 2024
NSW, Sydney, Australia
Full-time
AU$90000 - AU$120000 per annum
Business Support
Seeking an experienced and dynamic Customer Service Team Leader to lead and support a Customer Service team to deliver exceptional Customer Service to all customers as the first point of contact. The successful candidate will play a pivotal role in leading the Customer Service Team to ensure the highest level of customer satisfaction. This is an exciting opportunity to contribute to the success of a well-established FMCG food company. This is a permanent full time office based position based in South West Sydney.
Key Responsibilities:
Team Leadership:
Lead, motivate, and develop a team of Customer Service representatives.
Foster a positive and collaborative team culture, emphasizing excellence in Customer Service.
Customer Interaction:
Oversee and manage customer interactions through various channels (phone, email, chat).
Resolve escalated customer issues and ensure timely and satisfactory resolution.
Process Improvement:
Identify areas for process improvement within the Customer Service department.
Implement and monitor effective strategies to enhance efficiency and effectiveness.
Training and Development:
Conduct regular training sessions for the team to enhance their product knowledge and Customer Service skills.
Provide constructive feedback and coaching to team members.
Performance Metrics:
Monitor and analyse key performance indicators (KPIs) to ensure the team meets or exceeds service level targets.
Prepare and present regular performance reports to management.
Collaboration:
Collaborate with other departments, such as sales and supply chain, to streamline communication and enhance the overall customer experience.
About you:
Proven experience in a Customer Service leadership role, preferably in the FMCG industry but not essential.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and the ability to handle challenging situations with professionalism.
Familiarity with CRM software and other Customer Service tools.
Ability to thrive in a fast-paced environment and prioritize tasks effectively.
Leadership skills with a focus on team development and performance improvement.
Knowledge of WHS policies and procedures
If you are a dynamic leader with a passion for Customer Service and want to be part of a renowned FMCG food company, please submit your resume and cover letter or call 0412 107 751 for a confidential discussion.
