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Customer Service Supervisor

vor 4 Monaten

Melbourne, Österreich Country Road Vollzeit

We seek only the best candidates who are passionate brand ambassadors and determined to contribute to our team's performance. We are always on the look-out for dedicated, fashion forward and like-minded individuals

Apply now Job no: 995580
Work type: Full-Time
Location: Melbourne - CBD & Inner
Categories: Customer Service

The Customer Service Supervisor is responsible for supporting the Customer Service Agents to provide exceptional front-line service to our internal and external customers. The Customer Service Supervisor will work closely with the Team Leaders to train, develop, and support agents. The role will maximise performance of the agents through monitoring attendance, Quality Assurance, productivity reporting, real time channel monitoring, and feedback.

To be eligible to apply for this position, you must have achieved the below:

  • Experience as a Customer Service Agent at CRG
  • Consistently achieve a score of 90% and above on monthly QA’s
  • Competent across 4 main tasking channels with additional tasking preferred.
  • Experience in presenting and training Customer Service Agents in group setting and one on one
  • Live the CRG Values each day

Key responsibilities

  • Serving as the first point of contact for Customer Service Agents
  • Empowering Customer Service Agents with prompt and personalised support
  • Delivering best-in-class customer experience by upholding high-quality service standards (SLAs, NPS, feedback)
  • Driving continuous improvement with data-driven Quality Assurance and sharing development insights with Team Leaders for one on one feedback
  • Collaborating on the creation of interactive training materials
  • Monitoring live performance and channel optimisation using real-time analytics
  • Facilitating omni channel communication and support for an exceptional customer journey
  • Harnessing customer feedback to uncover issues and trends insights and drive data-informed decisions
  • Championing a proactive and agile approach to problem-solving and innovation
  • Addressing technical issues and fostering a culture of compliance with industry best practices
  • Influencing leadership with constructive feedback to elevate the overall customer experience.

This is a fantastic opportunity for a Customer Service Representative looking to grow their career in CRG.

Advertised: 31 May 2024 AUS Eastern Standard Time
Applications close: 05 Jun 2024 AUS Eastern Standard Time

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Progress your career to a Customer Service supervisor on a 12 month secondment

Progress your career to a Customer Service supervisor on a 12 month secondment

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