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Melbourne, AU
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Customer Service Team Leader

Country : Australia Australia

Region : Victoria

Town : Melbourne

Category : Sales

Contract type : Permanent

Availability : Full time

Company presentation

With more than 250+ stores and 2000+ Team Members nationally, we are Australia's leading retailer and wholesaler of fashion and comfort footwear, owning and operating some of Australia's most iconic brands including Mountfords, Midas, Mollini, Cinori, Wanted, Mathers, Williams, Colorado, diana ferrari and Australia's biggest online footwear retailer, Styletread!
As a family-owned company, at Munro Footwear Group (MFG) we value our team, our loyal customers, and our dedicated suppliers. We work hard to play hard, we celebrate each other, and we believe every Team Member is an essential part of our ongoing success.

Job description

An exciting opportunity has become available for an experienced Customer Service Team Leader to lead our in house Customer Care team. Reporting to the Customer Care Manager, a key part of your role will be leading a team of customer service consultants to provide exceptional customer service for all inbound enquiries across our various channels, ensuring efficiency and productivity of the customer service team. You will be a natural leader with a passion for training and development to elevate a high performing team that has extensive knowledge of all MFG products as well as a pervasive culture of putting the customer first.
Your key responsibilities will include:
- Setting a high customer service standard across the team ensuring customer satisfaction and growth
- Ensuring operational efficiencies within the team
- Leading an excellent customer service experience, ensuring all inbound enquires are responded to on time, openly and transparently
- Monitoring and driving Team KPI's and performance standards
- Assisting with performance discussions with Team members
- Providing coaching and training to all Team Members in product knowledge, escalation process and business policies
- Liaising with internal and external stakeholders to meet customer needs
- Where required, assist with processing refunds and exchanges
- Working closely with the Customer Care Manager to implement and align strategy and implementation of new system and processes
- Managing all aspects of communication with the Team including phone, email and social
- Answering inbound calls and assisting customers with their enquiries, ensuring exceptional customer service is provided pre and post purchase
- Use of multiple systems - Phone, e Mail, Social, Retek, Magento, External Applications (e-parcel etc)
Our culture and benefits
We offer a friendly, welcoming team environment where continued support, training and generous Team Member benefits are provided, including discounts across all brands and subsidised personal training sessions. This is an exciting opportunity to join Munro Footwear Group as we continue to grow. If this sounds like you, apply now!

Profile

- Demonstrated 2 years management experience in a similar position preferably within the retail industry (call centre or online retail environment will be advantageous)
- Completed Cert 1V in Call Centre / Customer Service preferred
- Advanced user experience with various systems including Microsoft Office, Call Center and ERP Software
- Preference for experience in Magento, Zendesk, Contivio, Retek, and Infor M3
- Exceptional written and verbal communication and people skills
- Sense of urgency with the execution of business processes
- Exceptional time management and organisation skills with a strong ability to multitask conflicting priorities
- Excellent knowledge of call centre management methods and techniques
- Genuine ability to demonstrate empathy and build rapport
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