Customer Care Team Lead - Upsell & Service Excellence

SPC Global Limited; Cumberland; On-site; AUD 70,000 - 90,000; Full time

Job summary

SPC Global Limited is seeking a Customer Care Team Leader to drive incremental sales of convenience meals to customers, including NDIS and aged care segments, while delivering empathetic, high-quality service.

The role leads a 4-person Customer Care team, supports onboarding, manages calls, and collaborates with internal stakeholders to optimise pricing, promotions, and trade spend. A strong online platform background and excellent communication are essential.

Qualifications

• Previous telesales and/or other B2C customer service roles in fast paced environments.
• Experience multi-tasking within online and software environments.
• Demonstrated experience in working to business strategies and revenue targets within a team environment.
• Knowledge of NDIS/Home Care and/or aged care sector environments desirable but not mandatory.

Responsibilities

• Lead & Manage CST
• Oversee quality of calls, inbound & outbound to meet & exceed sales objectives
• Provide feedback to all stakeholders on performance metrics
• Ensure the CST members are well supported & motivated to provide outstanding customer service; provide commercial input into pricing, promotional programs, and trade spend optimisation
• Receive inbound & conduct outbound calls to current and newly onboarded customers
• Improve value per order through upselling of meals
• Complete sales tasks correctly within approved business systems
• Resolve customer issues at point of contact
• Communication with external and internal stakeholders to assist onboarding and continuity of services
• Instigate general enquiries, feedback and QA workflows into upline delegations

Skills

Telesales

B2C Customer Service

Team leadership

Sales targets

Online platforms

EQ & empathy

Education

Cert IV Aged Care

Tools

CRM software

Online platforms

Job description

SPC Global Limited is seeking a Customer Care Team Leader to drive incremental sales of convenience meals to customers, including NDIS and aged care segments, while delivering empathetic, high-quality service.

The role leads a 4-person Customer Care team, supports onboarding, manages calls, and collaborates with internal stakeholders to optimise pricing, promotions, and trade spend. A strong online platform background and excellent communication are essential.