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TEAM LEADER - INBOUND CUSTOMER SERVICE

Bris based | $70,000 - $80,000 per annum
Full time

Join an organisation who is all about high performance with high integrity and consider themselves a challenger brand.  The right person will need to be able to demonstrate this and support others through change.  This is a Customer Service Team Leader role, that includes a focus on retention and will allow you to take ownership of an engaged and passionate inbound customer service team.
 
Working in a dynamic contact centre environment, your passion for coaching and mentoring will hold you in great stead as you continue to support and develop your highly regarded and high performing customer service team of 10 to ensure they are:

  • Delivering to targeted objectives

  • Providing genuine customer service

  • Demonstrating excellent listening and communication skills

  • Maintaining high attention to detail and accuracy in their work

  • Well skilled to identify upselling opportunities that are right for their customers

  • Responding to inbound customer enquiries with the intention of solving customers’ queries and their retention

  • Using good questioning and listening skills to seamlessly engage with customers to identify how to best assist them

  • Remaining compliant to all systems and processes to maximise on the customer experience and operational efficiencies 

Who you are and what you will bring to be the best fit candidate for this role:

  • Strong organisational planning

  • Confident negotiation and influencing skills

  • Established resilience with the ability to manage stress levels

  • An engaging Leader who will bring fun back to the role and your team

  • Excellent communication skills with a highly customer centric work ethic

  • Proven hands-on leadership skills in a customer engagement environment

  • A team orientation and collaborative style; you are both motivated and motivating

  • A passion for coaching, mentoring and developing individuals to their full potential

  • A preference to follow a system and process to maximise on efficiency, accuracy and the customer experience

  • Effective ability to prioritise and multi-task, utilising your proven strong decision-making and problem-solving skills

  • A willingness to embrace training and contribute to the team culture and customer experience

  • Demonstrated experience and genuine enjoyment in the challenges of teaching your team how to best engage with customers to solve their problems or placate their concerns