Customer Service Lead

Placements24; Newlands; Hybrid; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Leadership development

Health benefits

Team-oriented environment

Impact on customer satisfaction

Job summary

Placements24 is seeking a charismatic Customer Service Lead to guide a retail customer support team in Queenstown. The role focuses on delivering outstanding interactions, resolving complex issues, and mentoring staff to provide exceptional support.

You will shape the customer experience, improve satisfaction, and contribute to a positive brand reputation within a collaborative environment. This is ideal for a customer-centric leader with strong people skills.

Qualifications

• Proven experience in customer service with at least 1 year in a leadership role.
• Excellent communication and interpersonal skills.
• Ability to stay calm under pressure and handle complex inquiries.
• Familiarity with CRM software and ticketing systems.
• Strong understanding of customer service best practices.

Responsibilities

• Lead and mentor a team of customer service representatives, providing guidance and support.
• Handle escalated customer complaints and complex inquiries with empathy and efficiency.
• Develop and implement customer service policies and procedures to enhance the customer experience.
• Monitor customer service performance metrics and identify areas for improvement.
• Train new team members on service standards, product knowledge, and support tools.

Skills

Leadership

Customer service experience

Communication

Problem-solving

Interpersonal skills

Calm under pressure

Customer service best practices

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client is looking for a charismatic and experienced Customer Service Lead to guide their customer support team in Queenstown . This leadership role focuses on ensuring outstanding customer interactions, resolving complex issues, and mentoring service representatives to deliver exceptional support. You will be instrumental in maintaining high customer satisfaction levels and contributing to a positive brand reputation. This is an ideal opportunity for a customer-centric individual with strong leadership skills to shape the customer experience within a dedicated retail environment.

Key Responsibilities

• Lead and mentor a team of customer service representatives, providing guidance and support.
• Handle escalated customer complaints and complex inquiries with empathy and efficiency.
• Develop and implement customer service policies and procedures to enhance the customer experience.
• Monitor customer service performance metrics and identify areas for improvement.
• Train new team members on service standards, product knowledge, and support tools.

Requirements

• Proven experience in a customer service role, with at least 1 year in a leadership or supervisory capacity.
• Excellent communication, problem-solving, and interpersonal skills.
• Ability to remain calm and professional under pressure.
• Strong understanding of customer service best practices.
• Experience with CRM software and customer support ticketing systems.

Benefits

• Competitive salary and performance-based incentives.
• Opportunities for leadership development.
• Comprehensive health and wellness benefits.
• A supportive and team-oriented work environment.
• Positive impact on customer satisfaction and retention.