Hybrid Customer Service Team Lead: Drive Excellence & Sales

Flick Anticimex; Cairns Regional; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Training and development opportunities

Equal opportunity employer

Job summary

Flick Anticimex in Cairns, QLD, is seeking a Customer Service Agent & Team Leader in a hybrid role to lead a small, high-performing team and drive customer service excellence while supporting sales targets.

You will coach onboarding, ensure quality control and compliance, and collaborate with the Branch Manager to deliver consistent service and performance improvements in a fast-paced environment with clear career progression.

Qualifications

• Experience in leading a team in a customer service/call centre environment.
• Ability to motivate a team and drive performance.
• Experience in meeting sales targets and managing outcomes.
• Strong administration discipline (credits, refunds, bad debt).

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.

Skills

Team leadership

Customer service

Coaching

Sales targets

Tools

Power BI

Outlook

Microsoft Office

Job description

Flick Anticimex in Cairns, QLD, is seeking a Customer Service Agent & Team Leader in a hybrid role to lead a small, high-performing team and drive customer service excellence while supporting sales targets.

You will coach onboarding, ensure quality control and compliance, and collaborate with the Branch Manager to deliver consistent service and performance improvements in a fast-paced environment with clear career progression.