B2C Customer Care Team Lead — Lead, Upsell & Empathy

SPC Global Ltd; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

SPC Global Ltd in Cumberland, NSW, seeks a Customer Care Team Leader to guide a 4-person team, drive telesales and B2C customer service, and manage online ordering with a focus on compassionate support for vulnerable customers.

Ideal candidates bring telesales/B2C experience, strong communication and EQ, and the ability to work in a fast-paced environment while contributing to revenue targets and service excellence.

Qualifications

• Previous telesales and/or other B2C customer service roles in fast paced environments.
• Proven experience multi-tasking within online and software environments.
• Experience delivering revenue targets within a team environment.
• NDIS/Home Care and/or aged care sector knowledge desirable but not mandatory.
• Strong communication, verbal and written.
• Calm, empathetic, and high EQ with strong problem-solving skills.
• Excellent attention to detail and time management.

Responsibilities

• Oversee quality of calls, inbound and outbound to meet sales objectives.
• Provide feedback on performance metrics to stakeholders.
• Support and motivate CST members to deliver outstanding service.
• Contribute to pricing, promotions and trade spend optimisation.
• Handle inbound calls and outbound outreach to customers.
• Upsell meals to increase value per order.
• Process sales tasks within approved systems.
• Resolve customer issues at first contact.
• Coordinate onboarding and continuity of services with stakeholders.

Skills

Telesales

B2C customer service

Communication

Empathy

Online platform familiarity

Time management

Education

Cert IV Aged Care & Disability

Job description

SPC Global Ltd in Cumberland, NSW, seeks a Customer Care Team Leader to guide a 4-person team, drive telesales and B2C customer service, and manage online ordering with a focus on compassionate support for vulnerable customers.

Ideal candidates bring telesales/B2C experience, strong communication and EQ, and the ability to work in a fast-paced environment while contributing to revenue targets and service excellence.