Retail CS Team Lead – Elevate Service in Queenstown

Placements24; Queenstown; Hybrid; NZD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive salary package

Opportunity to lead and develop a team

Employee discounts on retail products

Supportive work environment

Career growth opportunities

Job summary

Placements24 is seeking a Customer Service Team Lead for Queenstown to guide a busy support team and uphold retail service standards. You will mentor, resolve escalations, and help shape service processes across touchpoints.

The role emphasizes strong leadership, customer advocacy, and a passion for delivering outstanding service while maintaining SLAs and driving continuous improvement.

Qualifications

• Minimum of 3 years in a customer service role, with at least 1 year in a team lead or supervisory capacity.
• Proven experience in the retail sector is highly preferred.
• Excellent leadership, coaching and motivational skills.

Responsibilities

• Lead, train, and mentor a team of customer service representatives to deliver high-quality support.
• Monitor team performance, provide regular feedback and conduct performance reviews.
• Handle complex customer inquiries and escalated issues, resolving them effectively and professionally.
• Develop and implement customer service procedures and standards to enhance efficiency and satisfaction.
• Ensure the team adheres to all policies and SLAs.
• Analyze customer feedback and service data to identify improvements.
• Collaborate with other departments to resolve issues and improve customer experience.
• Manage staffing schedules and ensure adequate coverage for operations.
• Act as escalation point and provide solutions; contribute to team culture in Queenstown.

Skills

Leadership

Coaching

Customer service

CRM software

Communication

Problem-solving

Education

High school diploma

Tools

CRM software

Job description

Placements24 is seeking a Customer Service Team Lead for Queenstown to guide a busy support team and uphold retail service standards. You will mentor, resolve escalations, and help shape service processes across touchpoints.

The role emphasizes strong leadership, customer advocacy, and a passion for delivering outstanding service while maintaining SLAs and driving continuous improvement.