Customer Service Team Leader
The Company
Robert Half are proud to be partnering with a leading manufacturer in Melbourne's Outer East. They are comitted to delivering excellence to their customers. Our client's mission is to provide top-notch solutions and build lasting relationships with their valued clients.They believe in fostering a positive work culture that promotes collaboration, innovation, and personal growth.
The Role
The Customer Service Team Leader is responsible for overseeing the day-to-day operations of the customer service team, ensuring high levels of service delivery, team performance, and adherence to company policies and procedures. This role plays a critical part in coaching and developing team members to enhance customer experience and operational efficiency.
Responsibilities of the role include:
- Lead, motivate, supervise, support and develop a high-performing customer service team to deliver exceptional service.
- Adhere to customer policies, procedures, and best practices. Monitor and evaluate team performance against key performance indicators (KPIs) and service-level agreements (SLAs).
- Address escalated customer issues and resolve complex service enquiries.
- Identify skill gaps and provide on-the-job coaching to improve individual and team performance. Also assisting in onboarding new team members.
- Conduct regular one-on-one meetings and performance reviews with team members.
- Foster a positive and collaborative team culture.
- Generate and analyze reports on key performance metrics, including response times, resolution rates and service trends
- With a focus on continuous improvement, highlighting team and company performance, Identifying and reporting on major challenges, operational bottlenecks and areas requiring improvements.
Your Profile
To be successful in this role, you will have the following:
- Strong administrative and customer service experience, with a minimum of 3+ years' experience in a leadership role
- A supply chain and/or manufacturing background would be an advantage
- Excellent communicator with strong problem-solving skills and mentorship.
- Solid understanding of Microsoft Office Suite, outstanding computer literacy and reporting data skills
- Experience using CRM & ERP systems.
- Solid multi-tasking skills
- Collaborative attitude with the ability to work effectively in a team-based environment.
Apply Today
Please send your resume by clicking on the apply button or for further information contact Hollie on 03 9239 8116.
Learn more about our Melbourne recruitment services: http://www.roberthalf.com.au/recruitment-agency-melbourne
Job Reference No: 06830-0013163474 - HT
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