Customer Service Team Leader

Flick Anticimex; Cairns Regional; Ibrido; AUD 70.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Training and development opportunities

Equal opportunity employer

Descrizione del lavoro

Flick Anticimex in Cairns, Queensland, is seeking a Customer Service Agent and Team Leader to guide a small, high-performing team in a hybrid role. You will uphold top-tier service, mentorship, and performance standards while delivering sales outcomes.

You will train onboarding, monitor quality and compliance, drive KPI-based processes, provide constructive feedback, and recruit new staff in collaboration with the Branch Manager.

Competenze

• Experience in a customer service/call centre environment.
• Ability to motivate a team and drive change.
• Experience leading a team is desirable.
• Experience meeting sales targets.

Mansioni

• Lead a small, high performing team of employees.
• Provide training and support for onboarding and existing agents.
• Ensure the delivery of exceptional customer service through quality control, consistency and compliance.
• Drive processes in sales and services in line with KPI requirements.
• Provide staff with constructive feedback on performance.
• Identify training needs to ensure best quality of service.
• Ensure action on individual and team outbound call lists.
• Recruitment and onboarding of staff as required.
• Work closely with the Branch Manager.

Conoscenze

Team leadership

Team motivation

Sales target achievement

Customer service

Training & onboarding

Quality control & compliance

Strumenti

Power BI

Outlook

Microsoft Office

Descrizione del lavoro

Exciting opportunity to lead one of the highest performing Customer Service Teams

Based in Cairns, QLD.

Your opportunity

Join Flick's dynamic team in Cairns as a Customer Service Agent & Team Leader (Hybrid role). Lead a small, high-performing team, inspire excellence, and drive results. This role is all about maintaining top-tier customer service standards through consistency, quality control, and compliance while motivating your team to hit ambitious sales targets. If you're ready to elevate performance and thrive in a fast-paced, rewarding environment that offers career progression, we want to hear from you!

Key responsibilities

• Provide leadership and guidance to a small, high performing team of employees
• Help provide training and support of onboarding and existing customer service agents.
• Ensure the delivery of exceptional customer service through quality control, consistency, and compliance
• Drive processes in sales and services in accordance with KPI requirements
• Provide staff with constructive feedback on performance
• Identify training needs for staff to ensure best quality of service is delivered to customers
• Ensure action both individual and team outbound call lists
• Recruitment and onboarding of staff as required
• Work closely, and communicate with the Branch Manager.

Position requirements

• Understanding of customer service/call centre environment
• Ability to motivate a team
• Previous experience in leading a team is desirable
• Ability to drive change and manage outcomes
• Ability to use technology (Power BI, Outlook, Various other Microsoft Based Programmes)
• Some flexibility in working hours
• Experience in meeting sales targets
• Strong discipline around administration duties (credits, refunds and Bad Debit Management)

FlickAnticimexis an international industry leader within the pest control and hygiene sectors. We have over 100 years of experience throughout Australia and currently protect over 55,000 commercial sites and 180,000 residential customers from pests every year.

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Training and development opportunities