Team Leader - Customer Service

Are you a highly motivated, Customer Service Team Leader who wants to be in a role in the entertainment industry

An excellent opportunity has become available for a permanent Team Leader in Customer Service, to join a locally owned, but nationally established and recognised organization that has been operating for the past 20 years. Although they have been around for some time, are very well-known in the events and entertainment industry, they still have that start up vibe and energy in their head office, located in the inner south side of Brisbane, with around 50+ staff all up. Reporting directly to the Operations Manager, this role will lead a very busy, but small team of highly energized Customer Service Officers and be part of the continued growth and success of this company, where you will be the team's first point of contact and escalations, for all their clients coming through via phone, email, social media and other established contact points.

Key duties of the role:

  • Lead, train and develop the team at present, and any new recruit within this division
  • Be very involved in recruiting new team members due to continued growth in the business
  • Be the lead and decision maker in any escalations from Customer Service Officers
  • Monitoring and guiding team with daily / weekly KPIs, as well as meeting yours as the Team Leader
  • Submitting any required reports on a regular basis to the Operations manager about your division
  • Attending management / leadership meetings
  • Attending to high volume resolutions of customer questions, complaints or technical issues via phone, email, mail, or social media - especially during very big entertainment events
  • Use telephones, emails, mail, or social media to reach out to customers as part of any follow up process / requirements
  • Greet customers warmly and ascertain problem or reason for calling
  • This role will be speaking to customers from all walks of life, and very broad range of ages, depending on the event they are calling about
  • Utilise your technical skills and abilities to seek and search for the right answers to customer questions in accordance to company policy and procedure
  • Maintain accurate data base with notes entered in CRM
  • Liaising with other areas of the business when required

Qualifications, Experience, and Skills:

  • 3-5 years' experience in high volume customer service Team Leader role is a must, both in contact centre and an area where you were attending to customer queries via email, mail, and social media
  • Excellent communication skills, both verbally when speaking to clients / stakeholders of the business, and written communication skills when communicating via relevant channels
  • Strong technical skills and abilities, especially in using CRM and ability to learn technical systems quickly will be highly regarded
  • Exceptional attention to detail and accurate data entry skills, as this role is high volume & precise notes are important
  • Ability to be able to make judgement as a Team Leader and strong decision in providing answers to your team members and customers you speak to yourself, based on the company's policy and procedure that are clearly stated in the company policies
  • Professional, resilient, highly organised and the ability to see the positive in situations and have fun at work
  • Be available to work in the office full time

Carmina Darmanin

Senior Consultant

ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.

Aboriginal and Torres Strait Islander people are encouraged to apply.

20/04/2021 $0 Brisbane 1 Call Centre & Customer Service
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