WMP is home to three marketplaces: Everyday Rewards Shop, Everyday Market, and BIG W Market. It is a leading Australian online retail platform specialising in everything for your home, including furniture, homewares, garden supplies, appliances, and more.
As a Customer Service Team Lead, your primary responsibility is to lead and manage a team of customer service representatives to ensure exceptional customer experiences. You will be responsible for overseeing daily operations, handling customer inquiries and complaints, and working closely with other departments to maintain high service standards.
Responsibilities
- Lead, mentor, and coach a team of customer service representatives, providing guidance and support to ensure a high level of performance.
- Set clear performance goals and expectations for the team and conduct regular performance evaluations.
- Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge.
- Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary.
- Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining a high level of customer satisfaction.
- Monitor customer service channels, including phone, email, chat, and social media, and ensure that responses are timely, accurate, and in line with company policies and guidelines.
- Develop and optimise customer service processes and workflows to improve efficiency and productivity.
- Analyse customer service metrics and KPIs, such as response times, first contact resolution, and customer satisfaction scores, and take necessary actions to meet or exceed targets.
- Prepare regular reports on customer service performance, including key metrics, trends, and customer feedback, and present findings to management.
- Identify areas for improvement and implement strategies to enhance customer service operations based on data-driven insights.
Requirements
- Availability and willingness to work full-time on-site is required.
- Proven experience in a customer service supervisory or management role, preferably in an e-commerce environment.
- Strong leadership and team management skills, with the ability to motivate and inspire a team.
- Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and team members.
- Flexibility to work in a fast-paced, dynamic environment and adapt to changing priorities.
- Able to prioritise and time manage workload.
- Experience with Zendesk ticketing software and eCommerce is a plus.
