Customer Care Team Leader
About the job
The Customer Care Team Leader position is an exciting opportunity to lead a dynamic team within the National Inside Sales & Customer Care team in Brisbane. This job is all about balancing people leadership with hands-on problem-solving, ensuring that the team delivers consistent outcomes across the national network. Collaboration and a commitment to excellence are at the heart of how the team operates.
You'll be responsible for
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Leading and developing the team
Lead, coach and develop a team of Customer Care and Retention Officers⚙️
Managing operations
Manage day-to-day operations—workload, rostering, coverage, and service levels🚨
Handling escalated issues
Handle escalated customer disputes, ETF negotiations, and settlement decisionsKey criteria
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People leadership experience
Demonstrated experience leading and developing customer care teams.View
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CRM and reporting proficiency
Proficient in Salesforce and Excel for performance metrics.View
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Conflict resolution skills
Experience managing escalated customer disputes effectively.View
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