Customer Service Team Lead | Hybrid, Growth & Impact

COS | Complete Office Supplies; Sydney; Hybride; AUD 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

Flexible hybrid workplace

Employee discounts on full product

Paid Parental Leave

Purchase Leave

Novated Lease / Salary Sacrifice

Free onsite parking

Modern onsite gym

Résumé du poste

COS | Complete Office Supplies is seeking a Customer Service Team Leader in Sydney. Reporting to the National Customer Experience Manager, you will lead, coach, and develop a team of Customer Service Representatives to consistently exceed customer expectations and deliver exceptional service.

You will monitor KPIs, manage escalations, and drive continuous improvement while fostering a high-performance culture.

Qualifications

• Proven leadership experience in a high-volume customer service environment.
• Coaching and developing a team to exceed performance targets.
• Strong communication and stakeholder engagement skills.

Responsabilités

• Lead, coach, and develop a team of Customer Service Representatives.
• Provide ongoing coaching, feedback, and training to enhance service skills.
• Manage and resolve complex or escalated customer enquiries.
• Monitor service levels and KPIs such as response times and customer satisfaction.
• Track team performance metrics and prepare regular reports.

Connaissances

Leadership

Coaching

Stakeholder engagement

People management

Outils

Genesys

Description du poste

COS | Complete Office Supplies is seeking a Customer Service Team Leader in Sydney. Reporting to the National Customer Experience Manager, you will lead, coach, and develop a team of Customer Service Representatives to consistently exceed customer expectations and deliver exceptional service.

You will monitor KPIs, manage escalations, and drive continuous improvement while fostering a high-performance culture.