Customer Service Team Leader

Billi Australia Pty Ltd; Auckland; In loco; NZD 70.000 - 100.000; Tempo pieno

Descrizione del lavoro

Billi is seeking a Customer Service Team Leader in Auckland to guide a small NZ-based team, coordinating service bookings, support, and invoicing while delivering outstanding customer experiences.

You will coach staff, manage escalations, monitor KPIs, drive process improvements, and collaborate with Sales and Finance to optimise outcomes.

Competenze

• Experience in leading a customer service team.
• Strong communication and people leadership skills.
• Ability to manage multiple priorities in a fast-paced environment.

Mansioni

• Lead, coach and support the customer service team
• Manage service bookings, scheduling and quote processing
• Handle escalated customer enquiries and complaints
• Monitor service performance, workload and KPIs
• Ensure accurate invoicing, records and system data
• Drive process improvements and service excellence
• Provide reporting and performance insights
• Build strong relationships across Service, Sales and Finance

Conoscenze

Leadership

Customer Service

Coordination

Communication

Problem Solving

Strumenti

CRM systems

Descrizione del lavoro

For over 30 years, Billi has been a market leader in premium filtered drinking water systems, delivering innovation, sustainability and exceptional customer experiences across Australia, New Zealand and internationally.
At Billi, we're proud of our collaborative culture, customer-first mindset and commitment to continuous improvement. As we continue to grow, we're looking for a Customer Service Team Leader to guide our customer service function and help deliver an outstanding service experience for our customers and partners.

About the Role

The Customer Service Team Leader is responsible for leading a small customer service team within New Zealand and ensuring the efficient delivery of service bookings, technical support coordination, invoicing administration and customer support activities.

This role combines people leadership with operational oversight. You'll coach and develop team members, manage customer escalations, optimise workflows and collaborate across the business to improve service outcomes and customer satisfaction.

Key Responsibilities

• Lead, coach and support the customer service team
• Manage service bookings, scheduling and quote processing
• Handle escalated customer enquiries and complaints
• Monitor service performance, workload and KPIs
• Ensure accurate invoicing, records and system data
• Drive process improvements and service excellence
• Provide reporting and performance insights
• Build strong relationships across Service, Sales and Finance

You’ll bring:

• Experience in customer service, service coordination or support operations
• Previous leadership or team mentoring experience
• Strong communication and problem-solving skills
• Ability to manage competing priorities in a fast-paced environment
• High attention to detail and accuracy
• Confidence using multiple systems and processes
• A proactive, customer-focused approach
• Strong teamwork and stakeholder management skills

What We Offer

• Competitive salary and benefits package
• Opportunity to lead and shape a critical customer service function
• Supportive, collaborative and values-driven culture
• Ongoing learning and development opportunities
• The chance to make a genuine impact on customer experience and business performance
• Career growth opportunities within a growing organisation