Customer Service Team Leader

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

Lead the team. Improve service. Make a difference.

Are you an experienced customer service team leader who enjoys developing people, solving problems, and delivering a great customer experience?

We’re looking for a Customer Service Team Leader to lead the day-to-day activities of our Customer Service team, supporting customers across Australia and New Zealand.

Based in Rowville, this hands-on role offers the opportunity to strengthen team performance, improve service processes, and take ownership of complex customer enquiries through to resolution.

About the Role

You’ll keep daily operations running smoothly, provide practical support and coaching to your team, and ensure customers receive timely, accurate, and professional assistance.

Working closely with internal departments and external service partners, you’ll also coordinate warranty and after-sales enquiries, keeping customers informed and cases moving towards resolution.

Your key responsibilities will include:

Supervising daily workloads, priorities, and service coverage.

Coaching and developing team members to achieve agreed service standards.

Managing escalated enquiries and complaints with professionalism and sound judgement.

Overseeing the accurate and timely administration of warranty claims.

Coordinating with Sales, Finance, Supply Chain, technical teams, and service partners to resolve customer issues.

Monitoring response times, outstanding cases, customer satisfaction, and team performance.

Maintaining accurate customer records and consistent use of CRM systems.

Identifying and implementing practical improvements to customer service processes.

About You

You’re a confident, approachable leader who sets clear expectations and is willing to roll up your sleeves when the team needs support. You balance empathy with accountability and remain calm when managing competing priorities or challenging customer situations.

You’ll bring:

Proven customer service experience, including team supervision or senior team leadership responsibilities.

Experience coaching, training, and supporting team members.

A strong track record of resolving complex enquiries and customer complaints.

Excellent communication, organisation, and follow-through.

Confidence using CRM systems and service performance reports.

A practical, customer-focused approach to problem-solving and continuous improvement.

Experience in after-sales support, warranty administration, repairs, or technical customer service will be highly regarded, as will exposure to retail, distribution, or manufacturing environments.

Why Join Us?

This is an opportunity to take an active role in developing a capable customer service team and improving the way we support our customers. You’ll combine people leadership with hands-on problem-solving, with a clear focus on service quality and customer outcomes.