Senior Customer Service Lead — Escalations & Coaching

Sofitel; Gold Coast City; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Hourly rates + shift loadings

Earned Wage Access

Ongoing training and development

Discounts on car rentals for employees

Health insurance and gym offers

Job summary

Sofitel on the Sunshine Coast is seeking a Senior Customer Service Officer to lead escalation handling, coach team members, and drive process improvements. You will manage complex inquiries, mentor staff, and help deliver exceptional service standards across all channels.

The role requires strong communication, problem-solving skills and experience with CRM systems. Join a supportive, high-performing team in a modern office on the Sunshine Coast.

Qualifications

• Minimum of 2 years of experience in customer service, with at least 1 year in a supervisory role (preferred).
• Experience handling escalated customer enquiries and using CRM systems.

Responsibilities

• Provide exceptional customer service across phone, email and digital channels.
• Manage escalated customer enquiries and complaints with professionalism and empathy.
• Support and mentor Customer Service Officers within the team.
• Assist with onboarding and training of new team members.
• Monitor service standards and contribute to continuous improvement initiatives.
• Liaise with internal departments to resolve customer issues efficiently.
• Maintain accurate customer records and documentation.
• Contribute to a positive, collaborative and high-performing team environment.

Skills

Customer service

Communication

CRM experience

Coaching team

Tools

Microsoft Office

Job description

Sofitel on the Sunshine Coast is seeking a Senior Customer Service Officer to lead escalation handling, coach team members, and drive process improvements. You will manage complex inquiries, mentor staff, and help deliver exceptional service standards across all channels.

The role requires strong communication, problem-solving skills and experience with CRM systems. Join a supportive, high-performing team in a modern office on the Sunshine Coast.