A fantastic opportunity has become available in an innovative and forward thinking company for a team focused Contact Centre Supervisor. 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. This role will offer career progression with an internal development path awaiting you.

The role:
Reporting to the State Manager you will contribute to the Company's profitability and growth through establishing and maintaining a professional, efficient and courteous service level in all aspects of contact with customers

Your major responsibilities will include:
Improve Customer service experience to create engaged customers and facilitate organic growth
Lead and develop the State's Customer Service team
Take ownership of customer issues and complaints
Develop service procedures, SLA's, policies and procedures
Keep ahead of industry's developments and apply best practices to areas of improvement
Oversee queue reports for the Customer Service Centre and observe irregularities
Provide summary exception reporting
Monitor content and customer enquiries
Analyse service related metrics and compile accurate reports

To be considered for this position you will have:
Minimum 3 years previous experience in a Customer Service Supervisory position with exposure to Retail or FMCG environment
Proven track record of managing and engaging with customers across multiple channels
Experienced in people management - coaching, leading, motivating staff
Ability to deal with difficult customers
Strong communication and presentation skills
Highly established organisational skills
Excellent time management
High level of Reporting skills
Sound working knowledge of customer service software, databases and tools
Ability to prioritise and meet critical deadlines
Intermediate MS Office
Own transport
To have a confidential discussion about this exciting next step in your career please contact Carolyn Ezzy on 02 8023 5633 or send your resume to: [email protected]

4 days ago

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