V-1 Customer Care Team Leader

V-1 Customer Care Team Leader

24 May
GN Group

24 May

GN Group


We are looking for an energetic, self-starting, people and results focussed Team Leader to join our growing organisation to help us ensure our Customers receive only the best experience.

The core function of the role will be to provide superior leadership to the small team of Customer Care professionals; however, this is not your average Customer Service Team Leader role. Adaptability, agility, high attention to detail and organisation skills, along with strong people focussed leadership are essential to ensure your success in this fast-paced role.

You will oversee the day to day Customer Care operations and provide support to the team, allocate and monitor workload and performance.

You will have a key focus in building team capabilities, strengthening customer relationships and driving continued improvement initiatives.

Key responsibilities include:

- Define and monitor the achievement of business outcomes, key performance indicators and quality assurance

- Provide leadership to a multi-discipline team within a fast-paced environment

- Manage the day-to-day operations of the team and provide on the ground support with taking incoming calls, responding to emails and entering Customer orders

- Support the development of problem solving and decision-making skills within the team

- Set daily schedules to ensure all cut-off agreements are met

- Provide regular one-on-one coaching and feedback sessions for all team members

- Work with the Customer Care Manager to identify improvement opportunities

- Develop and foster an empowered, harmonious and professional team culture centred around Customer Experience Excellence

- Provide excellent customer service in managing and resolving complaints

- Create opportunities for Customer Feedback loops to relevant stakeholders- ie. Sales, marketing, operations

- Collaborate and seek input from internal stakeholders to identify areas of improvement

- Ensure adherence to all Customer Service quality, risk management and regulatory requirements

Essential skills and experience:

- At least two years in a Customer Service Team Leader role, preferably in Medical/FMCG industry

- Strong communication skills, both written and verbal

- Strong organisational and prioritisation skills

- Demonstrated high level of Problem assessment and solving skills

- Demonstrated high attention to detail

- High level of decision-making capabilities

- Strong interpersonal and coaching skills

- Demonstrated experience in performance management

- Intermediate to advanced MS Office skills

- Experience using Salesforce

- Experience working within regulatory guidelines

- Ability to think on your feet and adapt to the changing needs of the business

- Strong track record of performance

- Ability to work unsupervised whilst leading by example

- Demonstrated ability to foster and develop a culture of teamwork

To be successful in this role, you will need to be comfortable working in a fast-paced environment, thinking on your feet and comfortable making decision that will impact our customer and our team. You will be able to demonstrate strong problem-solving skills and be comfortable taking ownership and accountability for the development of the team.

Here at GN we are passionate about our Customer Experience and we are looking for an energetic, positive person with a "can-do" attitude who puts the customer at the heart of everything they do.

If this sounds like you, apply now!

Please note that we will only accept applications from those with the right to live and work in Australia

The original job offer can be found in Kit Job:

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