Call Centre Team Lead

Location: Newcastle
Job Type: Contract
Reference: JO-1810-10964
Salary: $0 - $450 per day
Contact Name: Rachel McCarthy
Contact Email: rmccarthy@launchrecruitment.com.au
Bring your outstanding Customer Service skills
  • Work in the Telecommunication industry
  • Previous customer service exp is essential
  • Improve customers experience
Full Job Description

A fantastic opportunity has become available to work for a leading Telecommunication company. You must be able to demonstrate outstanding customer service in an organisation that is looking to have its exceptional service levels synonymous with its brand.

The role: 

Reporting to the Director you will contribute to the company's growth through establishing and maintaining excellence in customer service. This role will see you training and mentor of Customer Service Agents.

Your major responsibilities will include: 
 
  • Provide exceptional customer service to create engaged customers and facilitate organic growth 
  • Provide subject matter expertise to the business relating to customer service issues and frustrations
  • Take ownership of customer issues and complaints
  • Management of support communities 
  • Mentor and develop customer service agents
  • Analyse service related metrics and compile accurate reports 
To be considered for this position you will have:
  • Minimum 5 years experience working in a call centre
  • Proven track record of managing and engaging with customers across multiple channels 
  • Excellence in customer service
  • Experienced in people management - coaching, leading, motivating staff
  • Ability to deal with difficult customers
  • Experience of managing complex project lifecycle stages
  • Exceptional communication and presentation skills
  • Highly established organisational skills
  • Excellent time management