Customer Service Team Leader

Summary about this job

Detail information about job Customer Service Team Leader. Terms and conditions vacancy

• Dynamic Growing Company
• Awesome + Fun Culture
• Attractive Salary Package

Do you absolutely love making people happy? Gym and Fitness is looking for an outstanding, driven and bubbly Customer Service Team Leader to head up our Customer Service Department, working from our head office in Prospect, South Australia. Here at GAF, we live and breathe our core values and purpose, and believe in investing in our team and culture. Our Core Values are Nimbagility, Teamwork, Customer Service, Innovation, Communication and Be the Change You Seek!

Who are we? Gym and Fitness (www.gymandfitness.com.au) is one of Australia's largest fitness equipment ecommerce retailers. We have a team of 40 superstars and an awesome,  driven and fun culture. Being suitable for the role is only half the challenge… we also need someone who will be a great cultural fit and share the same values! Our team receive amazing benefits like gym membership rebate, quarterly team building events, quarterly rewards and much more!

What we need. In short, we need a superstar. The Customer Service Team Leader is responsible for the performance and success of the Customer Service Team, ensuring everything from social media customer feedback to people management is hunky dory. Sounding good so far?

What you’ll do. You will be our motivator, our happiness maker and an amazing team leader. You’ll love following a process (we love processes) and finding ways to consistently improve. This role will be offered either as full time or permanent part time (ie: working 5 days, but shorter hours if necessary).

Responsibilities include:

• Providing ongoing support and management to our customer service team.

• Being the point of escalation for any major customer complaints or complications.

• Monitoring and responding to our customers on our review platforms, namely Ask Nicely, YOTPO, Instagram, Facebook and Product Review.

• Holding daily team huddles, weekly team meetings and weekly one on ones with the CSR Team.

• Performance management of the CSR Team. This includes maintaining a one on one relationship with the team members, monitoring of KPIs and overall team performance.

• Providing ongoing training in regard to products, services and customer service to the team.

• Reviewing, modifying and creating processes to ensure we are working smarter not harder.

• Setting an example for the CSR Team in relation to personal conduct and values.

What you’ll have

• 2+ years experience in a similar role

• Strong leadership and management skills

• Outstanding time management skills with the ability to juggle multiple priorities

• An amazing customer service oriented attitude

• A listening ear with a heart of empathy and consideration

• Ability to work both individually and as part of a team

• Excellent interpersonal skills (approachable, positive, motivated, go-getter attitude)

• Outstanding computing and investigatory skills

• Awesome written and spoken English

• Experience with Google Suite, Gmail, Skype, Netsuite will be looked upon favourably

If it sounds like you’re the superstar we are looking for, please hit the APPLY button. C’mon - you know you want to. If you would like some more information about us and what we are all about, please call our People and Culture Manager, Bree Fergusson on 0414 567 095.

We’re looking forward to hearing from you.