Customer Service Team Lead: Elevate Experience & Coaching

Chervon Australia Pty Ltd; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Chervon Australia Pty Ltd in Rowville, Melbourne is seeking a Customer Service Team Leader to guide the day-to-day operations of our Australian/New Zealand support team, coaching staff and ensuring timely, accurate, professional responses to customers.

You will collaborate with Sales, Finance, Supply Chain and service partners, own escalations, monitor KPIs, and drive continuous improvement of processes to lift customer satisfaction.

Qualifications

• Proven customer service experience with team supervision or senior leadership.
• Experience coaching, training and supporting team members.
• Track record resolving complex enquiries and customer complaints.
• Experience with CRM systems and service performance reports.
• Experience in after-sales support, warranty administration, repairs, or technical customer service is valued.

Responsibilities

• Supervising daily workloads, priorities, and service coverage.
• Coaching and developing team members to achieve service standards.
• Managing escalated enquiries and complaints with professionalism.
• Overseeing warranty claims administration.
• Coordinating with Sales, Finance, Supply Chain, technical teams and service partners to resolve issues.
• Monitoring response times, outstanding cases, customer satisfaction, and team performance.
• Maintaining accurate customer records and CRM usage.
• Identifying improvements to customer service processes.

Skills

Team leadership

Coaching and development

Customer service

Problem-solving

CRM systems

Tools

CRM software

Job description

Chervon Australia Pty Ltd in Rowville, Melbourne is seeking a Customer Service Team Leader to guide the day-to-day operations of our Australian/New Zealand support team, coaching staff and ensuring timely, accurate, professional responses to customers.

You will collaborate with Sales, Finance, Supply Chain and service partners, own escalations, monitor KPIs, and drive continuous improvement of processes to lift customer satisfaction.