About the Company Our client is an Australian-owned leader in the wellness industry, providing premium massage chairs and health products.
With over 18 years in the market and exciting international expansion on the horizon, they are looking for a Customer Service Team Leader to join their passionate, supportive, and rapidly growing team.
This is a fantastic opportunity to step into a leadership role within a business that values positivity, growth, and high performance.
If you're driven by customer service, love coaching and mentoring, and are excited to help a dynamic company grow, this role is for you!
The Role As a Customer Service Team Leader, you will be responsible for leading a small, energetic team to deliver exceptional customer service.
Your main responsibilities will include coaching and mentoring your team, managing key performance metrics, resolving customer escalations, and identifying areas for process improvement.
What You'll Do: Lead a high-performing customer service team to consistently meet and exceed KPIs Provide live coaching during customer interactions to improve skills and achieve goals Conduct weekly one-on-ones to assess team performance and identify areas for improvement Manage customer escalations and ensure the best customer outcomes Identify and drive improvements to processes and workflows Oversee team performance management, including the development of Performance Improvement Plans (PIPs) Ensure compliance with company policies, processes, and frameworks Support and mentor the 2IC in leadership responsibilities Contribute to a positive customer journey, driving reviews and customer satisfaction About You: 2-4 years of leadership experience in a call centre or operational environment Passionate about customer service and delivering outstanding experiences Excellent communicator with strong listening and interpersonal skills Capable of managing multiple priorities and performing under pressure A positive, can-do attitude with a solutions-focused mindset Why You'll Love It: Attractive salary package: $75-80k + Super Incredible perks : Free daily massages, regular team lunches, and exciting company events Amazing culture : Fun, vibrant, and supportive team environment Career growth : Be part of a business with big expansion plans – locally and internationally South Melbourne office : Enjoy a prime location with great cafes and transport options nearby If you're a motivated, results-driven team leader with a passion for delivering outstanding customer service, we want to hear from you!
How to apply: To be considered, please submit your resume by clicking the "APPLY" button!
For any specific questions, please contact Lauren at SMAART Recruitment on 0472 679 305 or ****** *** Only Australian Citizens and Permanent Residents can be considered.
*** **Only shortlisted candidates will be contacted **