Customer Service Team Leader

Customer Service Team Leader

Join Our Team as Customer Service Team Leader!

Location: Tasmania

Type: Full-Time

Role Purpose: Are you passionate about delivering exceptional customer service? We are looking for a Customer Service Team Leader to manage our dynamic customer service team. In this role, you'll ensure that our team resolves customer inquiries, issues, and complaints with a focus on customer satisfaction.

Key Responsibilities:

• Lead and manage the customer service team, ensuring high-quality service through effective resolution of customer inquiries and feedback.
• Handle inbound and outbound customer service calls, ensuring detailed documentation of interactions.
• Produce regular reports for stakeholders, addressing requests and resolving issues efficiently.
• Conduct thorough assessments of customer complaints and investigate as needed, ensuring compliance with contractual obligations.
• Identify trends in customer feedback and collaborate with internal teams to implement proactive solutions.
• Audit the quality of responses from the customer experience team, ensuring adherence to Kinetic standards and continuous professional development.
• Manage the customer service budget, including employee wages, and oversee core applications such as CustomerLink, Salesforce, and TIMS.
• Evaluate refund claims in line with organisational policies and maintain compliance with student assessment systems.
• Promote and uphold child safety principles as part of our commitment to protecting young people.
• Undertake additional tasks as needed to support the success of the organisation.

Who You Are:

• Excellent communicator with an approachable demeanour.
• Proven experience in building customer relationships and demonstrating empathy.
• Detail-oriented with strong analytical, investigative, and problem-solving skills.
• Self-motivated and adaptable to a fast-paced work environment.
• Committed to ethical practices and high-quality performance.
• Proficient in customer management systems, including Salesforce and TIMS.

Why Join Us? Be part of a growing, high-achieving service organisation dedicated to excellence. If you are ready to make a difference in customer service and thrive in a collaborative environment, we want to hear from you!

Apply Now!

We would love to hear from you.

Please send your resume and a cover letter.

Kinetic is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.