Supervisors/Team Leaders (Call Centre & Customer Service)Full timeBorder Express currently has an exciting opportunity available for an experienced and motivated Customer Service Supervisor to join the team at our Wetherill Park Branch.Duties:Lead and coach a team of high performing, motivated customer service officers (4+) to provide proactive and responsive high quality customer support.Plan, prioritise, resource and delegate work tasks to ensure proper functioning of the department in the most cost-effective way – while ensuring high quality customer service.Handle complex and escalated customer service issues and use appropriate communication channels to further escalate and/or address to ensure customer satisfaction.Work across functions (Account Management, New Business, Operations) to ensure customer service requirements are understood, planned and resourced during the onboarding period and ongoing.Ensure all customer queries/tickets, proactive reporting and tickets are actioned in a timely manner and within KPIs - in line with Border Express work processes and guidelines.Lead and coach your team to deliver KPIs, ticket and call quality and data integrity within the company CRM and telephony system.Actively encourage your team to provide feedback and ideas with a focus on continuous improvement.Undertake employee leadership and management including recruitment, team development, 1:1s, succession planning and the delivery of performance reviews and support to drive ongoing team member professional development.Ensure the team is trained across all customer service functions and, therefore, equipped to provide support for other CS teams if required (i.e., phones, other states).Attend and participate in daily Customer Service and Operational stand up meetings.Develop, and guide your team to develop, effective and positive working relationships with all internal and external stakeholders.Complete all reports including but not limited to; daily team member KPI performance, tickets, discrepancies, management and operational reporting.Skills and Experience:Background in and understanding of the transport industry.Professional experience in customer service.Experience working with customers via email and telephone, with the ability to maintain professionalism and sensitivity on all correspondence.Past experience working with a CRM preferred.Good PC skills, experience in Microsoft Office suite, company ERP and/or transport management system.Get to know Border Express:At Border Express we're committed to providing the very best supply chain services for Australia. Our business is working towards a fully supported regional network model to be the best carrier out to regional Australia with full visibility.We are an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We are committed to achieving a diverse workforce and strongly encourage applications from all cultures, languages, abilities, sexual orientations, and gender identities.We work hard to create a safe and inclusive environment for all. We encourage and support our team members to grow their careers with Border Express, by providing ongoing opportunities and development to grow and make a real difference.As a job applicant, your security is our priority.When you apply for a job with Border Express, we will never send you an email or SMS asking for banking information or other confidential information, until you have gone through a formal interview process and received a job offer from a Border Express staff member.Your application will include the following questions:How many years' experience do you have as a Customer Service Supervisor?Which of the following statements best describes your right to work in Australia?Do you have customer service experience?Which of the following Microsoft Office products are you experienced with?How many years' experience do you have in a client services/account management role?Do you have experience leading agile teams?
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