Customer Service Team Lead
efm, Australia
Job Description
Competitive Salary: $85,000 - 95,000 + super + bonus.
As Australia and New Zealand's largest 4PL provider we do much more than just ship goods. We design, build, manage and provide integrated, optimised supply chain solutions. We're problem solvers that make life easier. We tailor solutions to meet our customers specific needs to give them control of their supply chain.
Don't miss this opportunity
Due to movement within the business, we're looking to bring on a Team Leader within our Customer Service function in our Pyrmont office. We are looking for genuine, passionate and outcome focused people with the ability to influence outcomes, be energetic, driven and motivated.
As a Customer Service Team Lead you will:
- Be responsible for overseeing the achievement of team objectives and deliverables which includes; reducing duration of open customer queries, timely daily reporting, improve average first response times and of NPS
- Proactively managing individual performance and career development of direct reports
- Lead and develop a team of high performing individuals
- Ensure Customer Service Team have clear role responsibilities and accountabilities that assist in the delivery of the overall department
- Investigate and solve customer issues which may be complex or long standing problems that have been passed on by other team members
- Handle customer complaints or any major incidents that arise with customer
- Being involved in staff recruitment and appraisals
- Training staff to deliver a high standard of service
Requirements
- Previous experience managing a team
- Strong focus on achieving outstanding customer experience results
- Ability to provide effective solutions to address customer needs
- Passionate about leadership and mentoring teams
- Previous exposure to CRM systems (e.g. Salesforce or similar an advantage)
Benefits
This is a fantastic opportunity to join an organisation that places value on your professional development and growth of our team within the business.
These benefits include:
- Training and ongoing professional development
- Internal advancement opportunities for high performers
- Working with like-minded and passionate people in an environment that will support and challenge you
- A corporate, professional, and supportive environment
How To Apply?
If this sounds like you, please send your CV via the link below. We are looking forward to hearing from you!