Customer Service Team Leader: Elevate People & Service

Chervon Group; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Chervon Group in Melbourne is seeking a Customer Service Team Leader to lead the day-to-day Customer Service team, supporting customers across Australia and New Zealand. Based in Rowville, this hands-on role focuses on strengthening team performance and owning complex enquiries through to resolution.

You’ll supervise workloads, coach staff, and ensure timely, accurate assistance while coordinating with Sales, Finance, Supply Chain and service partners to resolve issues.

Qualifications

• Proven customer service experience with team supervision or senior leadership
• Experience coaching, training, and supporting team members
• Strong track record of resolving complex enquiries and customer complaints
• Excellent communication, organisation, and follow-through
• Confidence using CRM systems and service performance reports
• Customer-focused approach to problem-solving and continuous improvement

Responsibilities

• Supervising daily workloads, priorities, and service coverage
• Coaching and developing team members to achieve service standards
• Managing escalated enquiries and complaints with professionalism and sound judgement
• 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 and implementing improvements to customer service processes

Skills

Customer service leadership

Coaching

CRM systems

Problem-solving

Communication

Team supervision

Job description

Chervon Group in Melbourne is seeking a Customer Service Team Leader to lead the day-to-day Customer Service team, supporting customers across Australia and New Zealand. Based in Rowville, this hands-on role focuses on strengthening team performance and owning complex enquiries through to resolution.

You’ll supervise workloads, coach staff, and ensure timely, accurate assistance while coordinating with Sales, Finance, Supply Chain and service partners to resolve issues.