National Response Centre Team Leader

TK Elevator are a global company that has become one of the most successful manufacturers of Lifts, Escalators and Moving Walks. Servicing both the commercial and residential markets, our organisation continues to forge its way to becoming the market leader.

Are you ready to lead, inspire, and achieve greatness in customer service excellence? We’re looking for a passionate and talented individual to fill the role of our National Response Centre Team Leader. While experience in call centers or a related field would be a definite advantage, it’s not essential. This is a full-time position offers Monday through Friday hours from 9:30 am to 5:30 pm.

As a Team Leader in a contact centre, you will oversee a team of customer service representatives, guiding them to deliver exceptional service to clients and customers. Your primary responsibilities include providing support, training, and motivation to team members, ensuring adherence to company policies and procedures, and optimizing team performance to meet or exceed service level agreements (SLAs) and customer satisfaction targets. You will also be responsible for monitoring and analysing team performance metrics, identifying areas for improvement, and implementing strategies to enhance efficiency and effectiveness. Additionally, you will serve as a point of contact for escalated customer inquiries or complaints, utilizing your problem-solving skills and customer service expertise to resolve issues promptly and satisfactorily.

The primary focus of an NRC Team Leader is to;

• Ensure NBN Sim Card Activations and administrative task around sims task are complete and step in as a back-up when that staff member is absent. (To be trained)
• Booking flights accommodation and vehicles for NSD.
• A/H and weekend rosters of the techs. So, the job will be allocated to an afternoon person, but he will need to make sure it’s being done correctly and fill in if they are sick and we have 2 people who both don’t know how to do it.
• If National Customer Care Managers requires contact centre training for our 3rd party company on internal process, max, follow ups or deferral procedure etc.
• Acting supervisor if required in Mary’s absence.
• Participation in the on-call roster.
• Training of new staff members.
• Available to carry out internal campaigns that may involve data cleans.
• Responsible for breakdown follow-ups during B/H
• Responsible for weekend work projects/completion and delegation from Bhanu or NSD team.
• Control and manage incoming lift enquiries, register calls, arrange for an appropriate person to attend inquiry and to complete the call with an action.
• Maintain the company image as TK Elevator Australia’s first point of contact in the Contact Centre and to raise the current standards of customer satisfaction.
• Complete personal injury forms and forward to Safety Manager
• Maintain the Complaints Register and follow procedures for compliance in view.
• Ensure SharePoint and all “How to” guides are up to date.
• Cancel / Raise SDIs where required.
• Update B/N where required.
• Ensure the NRC team is operating smoothly and assist with all NRC tasks (incoming / outgoing calls, W/O’s, Max alerts, Man down etc and answering questions throughout the day)
• Perform spontaneous checks in view to make sure follow ups are being done by the staff.
• Emailing TMC (Overflow centre) errors in their reports to make them aware.
• After Hours Rosters ensuring the team have the correct information on which technicians to send calls to and ensure it is always updated and correct. (To be added to daily tasks list)
• Oversea that someone has done the Daily Team Allocation lists to assist smooth and organized running for the day.
• Responsible for the timely creation of SDI’s/creation and delegation
• Create operational reports and forward to the relevant internal and external customers in a timely manner example: Call reports.
• Ensure all daily tasks are being completed as per “Daily Task Sheet” across all shifts and days of the week/weekend. Perform spot checks and be a backup where needed.
• Perform all other tasks as directed.

Your Behavioural Requirements

• Teamwork
• Show initiative and be pro-active
• Ability to solve problems and decision making
• Great attention to detail
• Excellent interpersonal skills with impeccable communication, both verbal & written
• Strong decision-making skills
• An ability to maintain composure under pressure in a demanding environment
• Ability to follow customer issues through to resolution
• Strong organisational and time management skills and results orientation

What we offer you

At TK Elevator you will be able to extend your horizon – thanks to flexible working time models, international teams and a wide range of individual training courses.  A collaborative approach and treating each other with respect have been central to what we do for more than 200 years. If that's as important to you as it is to us, then apply now!

We value diversity and therefore welcome all applications, irrespective of gender, nationality, ethnic and social background, religion and beliefs, disability, age, or sexual orientation and identity.