Supervisors/Team Leaders (Call Centre & Customer Service) Full time AirRoad Group is a leading national road freight, distribution and logistics company operating in most states across Australia. As a rapidly growing company, we pride ourselves on delivering exceptional customer service and operational excellence. We are looking for a highly skilled Customer Service Team Leader to oversee and lead our customer service team, ensuring that our customers receive outstanding support and service.
Position Reporting to the General Manager, QLD, you will be responsible for leading and mentoring a team of customer service representatives, ensuring that they meet key performance indicators (KPIs), deliver outstanding customer service, and contribute to the smooth operation of our logistics processes. You will be the main point of contact for escalated customer inquiries, resolving complex issues, and driving continuous improvements within the team and broader organisation.
Your core responsibilities will include:
Leading, motivating and developing the customer service team, ensuring high performance and adherence to service standards. Overseeing and assisting with complex customer enquiries, including shipment status, scheduling, and delivery issues. Managing escalated customer complaints and resolving issues in a timely and effective manner, ensuring customer satisfaction and loyalty. Identifying and implementing improvements in team workflows, procedures, and customer service practices to increase efficiency. Monitoring team performance against KPIs, ensuring that targets for response times, customer satisfaction, and resolution rates are consistently met or exceeded. Working closely with internal departments to ensure that customer needs are met, and any operational issues are resolved quickly. Providing regular feedback to senior management on team performance and customer satisfaction. Building and maintaining strong relationships with key customers, ensuring their needs are met and service expectations are consistently exceeded. Experience & Qualifications At least 3-5 years of experience in customer service. A strong background in road transport is highly preferred. A customer-centric mindset with a passion for delivering superior service and building lasting relationships. Ability to manage multiple tasks and priorities in a fast-paced environment. If you have the above skills and are looking for a rewarding career, please apply today.
AirRoad is an equal opportunity employer, encouraging men and women of all ages and backgrounds to apply.
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