Customer Service Leader

Category: Call Centre & Customer Service

Location: Auckland Central

Work Type: Permanent / Full Time

Customer Service Leader

Our client prides themselves on exceptional customer service and therefore this role is integral to their overall success.

The purpose of the role is to lead, develop and coach a customer services team to deliver world-class service to all customers via timely and effective communication across multiple channels.

Your role will require you to build and maintain long-standing relationships not only with our clients wonderful and loyal customer base but a few crucial internal teams/individuals such as, E-commerce Managers, E-Commerce Teams, DC teams and various Head Office Teams.

The three key aspects to the role include:

  • Leadership
    • Lead, coach and develop a team of 4x customer service representatives
    • Manage all HR, recruitment needs and KPI targets for your team
    • Ensure you have clear and regular communication with your team and other internal relationships to ensure efficiencies across the business  
    • Identify opportunities for development and improvement
  • Customer Experience
    • Own and manage the full customer experience to ensure you and your team are exceeding all expectations at every touchpoint
    • Help reduce and break down barriers for our clients customers
    • Record and maintain customer feedback and ratings to look for improvement opportunities
    • Manage all customer queries, feedback and complains within a timely manner
  • Digital
    • Maintain a digital first experience
    • Maintain, grow and develop relationships with the Webshop DC teams, Ecommerce teams and executive team

In order to be considered for this role you must:
  • Have high attention to detail and accuracy
  • Possess strong time management skills
  • Love working to improve customer experience and enjoy working with people
  • Have a proven analytical ability
  • Be resilient with a positive attitude and a desire to learn
  • Have experience in leading a team
  • Be able to work under pressure

If you are interested in this role, please submit your application today - this role will not last long.

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