Tarocash - Retail Sales Assistant - Wendouree

Tarocash Pty; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

A leading wellness company in Australia is seeking a Customer Service Team Lead to oversee the delivery of exceptional service across Australia and New Zealand. The ideal candidate will have 3–5 years of customer service experience, including team leadership, and possess strong communication skills. Responsibilities include supervising the customer service team, handling escalated issues, training representatives, and contributing to process improvements. This role offers an opportunity to work in a dynamic environment.

Qualifications

• 3–5 years of experience in customer service, including 1–2 years in a team-lead role.
• Strong interpersonal skills with the ability to motivate team members.
• Proven ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Supervise daily operations of the customer-service team.
• Handle customer interactions via phone, email, and chat.
• Conduct onboarding and refresher training for representatives.
• Contribute to process-improvement initiatives.

Skills

Team leadership

Customer service

Communication

Coaching and training

CRM knowledge

Tools

Microsoft Office

CRM and ticketing systems

Job description

Overview

Customer Service, Team Lead (MLM Wellness)

Our client is one of the leading fast-growing wellness companies in the Asia region.

The Customer Service Team Lead will ensure exceptional service delivery to customers and brand partners across Australia and New Zealand, lead a small team of representatives, handle complex interactions, provide training and coaching, and support continuous improvement of the customer experience.

The ideal candidate is a proactive leader who balances people management with hands‑on support and training responsibilities.

Essential Duties and Responsibilities

1. Team Leadership & Operations

   Supervise and support the daily operations of the Australian customer-service team to ensure timely and high-quality interactions.

   Monitor team performance metrics (e.g., response times, quality scores, customer satisfaction) and report results to the Customer Service Manager.

   Provide regular coaching, feedback, and one-on-one sessions to drive engagement and skill development.

   Act as the first point of escalation for customer or brand partner issues, ensuring prompt and effective resolution.

   Collaborate with global and regional teams to maintain alignment with LifeWave's service standards and business objectives.

2. Customer Support

   Handle customer interactions via phone, email, and chat.

   Maintain a deep understanding of company products, promotions, policies, and systems to provide accurate information and support.

   Identify recurring issues and collaborate with cross-functional teams to improve processes and reduce contacts.

3. Training & Development

   Conduct onboarding and refresher training for new and existing representatives.

   Support training initiatives for product launches, policy updates, or new system implementations.

   Assist in developing knowledge-base content, FAQs, and training materials to support team performance and consistency.

4. Continuous Improvement

   Contribute to process-improvement initiatives that enhance efficiency and customer satisfaction.

   Provide insights and feedback on customer trends and team performance to management.

   Help foster a positive, customer-focused team culture that aligns with the company's values.

Requirements

• 3–5 years of experience in customer service, including at least 1–2 years in a team-lead or senior representative role.
• Experience in wellness, health products, direct selling, or e-commerce industries preferred.
• Strong communication and interpersonal skills with the ability to motivate and guide team members.
• Proven ability to manage multiple priorities and maintain high service standards in a fast-paced environment.
• Experience with CRM and ticketing systems.
• Proficiency in Microsoft Office.
• Training or coaching experience is highly desirable.

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